'To Measure The Satisfaction Level of The Customers Using ATM Cards of ICICI Bank'' - Rich Agarwal MMS Marketing

Project Report On
To measure the satisfaction level of the customers using ATM cards of ICICI ban In partial fulfillment of the re!uirements for the a"ard of degree of masters of management studies from the universit# of mumbai
$nder the %uidance of Prof A&'&(hed ar
)ubmitted b# Ms& Richa Agar"al Masters of Management )tudies *atch+ ,--./,--0 Mar eting
N.L. Dalmia Institute of Management Studies and Research
PART A PREFATORY ITEMS
12TT2R O3 TRA')MITTA1
Prof Khedkar Dean Academics Marketing N.L.DIMSR Mum ai
Dear Sir! As "er #our directions in Letter of Authori$ation! I ha%e com"leted the research on &'to measure the satisfaction le%el of the customers using A(M cards of I)I)I ank'' (he re"ort is ased on inter%ie*s and res"onses of res"ondents from
Mum ai. (he "ro+ect *as carried out from 1,th -an 2,,. to /1st March 2,,..(he com"lete methodolog# and conclusions deri%ed on the asis of the res"onses is descri ed in the re"ort. I elie%e #ou *ill find the results mentioned in the re"ort to e interesting and certainl# useful.
Sincerel#!
Richa Agar*al MMS 0 Marketing
12TT2R O3 A$T4ORI5ATIO'
1th -an! 2,,. Mum ai Su +ect2 Letter of authori$ation to conduct research. Dear Student! I ha%e strong con%iction that #ou are going to achie%e a decision making "osition in #our career *ithin a short s"an of time. Let it e an# function of the organi$ation! unless one has a realistic "icture and a""roach of the thri%ing factors of an# decision to e made! it ecomes e3tremel# difficult to arri%e at a decision *hich is e4uall# risk#. (hus the stud# of Marketing Research *ill "ro%ide #ou *ith the kno*ledge and skills and hel" #ou learn different techni4ues of conducting research *hich form a %er# im"ortant "art of #our +o . (hus to ha%e a dee"er insight in research methodolog#! I *ould like #ou to stud# the research "rocess and ho"e it *ill hel" #ou to kno* "rocedures of collecting data! "re"aring 4uestionnaires! "re"aring re"orts! etc. 5ours sincerel#
N.L. Dalmia Institute of Management Studies and Research 6
Prof Khedkar Dean Academics
C2RTI3ICAT2
(his is to certif# that Ms. Richa Agar*al! student of N.L. Dalmia Institute of Management Studies and Research has successfull# carried out the "ro+ect 7 &'(o measure the satisfaction le%el of the customers using A(M cards of I)I)I ank'' under m# su"er%ision and guidance as "artial fulfillment of the re4uirements of the MMS course 2,,182,,.
)ignature+
)ignature+
Prof& (hed ar 67ean Academics8 Project %uide
Prof P&1&Ar#a 67irector8
Place+ Mumbai 7ate+ 9:st March -0
72C1ARATIO'
I! Richa Agar*al of N.L.Dalmia Institute of Management Studies and Research :MMS 6th Semester; declare that I ha%e com"leted this "ro+ect re"ort on 7(o measure the satisfaction le%el of the customers using A(M cards of I)I)I ank< in academic #ear 2,,=82,,..(he information su mitted is true and original to the est of m# kno*ledge.
)ignature+ 'ame+ MM) ; Mar eting Place+ Mumbai

N.L. Dalmia Institute of Management Studies and Research >
7ate+
AC('O<127%2M2'T
I take this o""ortunit# to e3"ress m# dee" and sincere gratitude to Prof. Khedkar for the e3tensi%e amount of interest and su""ort he has sho*n during the "ro+ect. ?e e3"lained the ackground of the "ro+ect! shared his kno*ledge and e3"eriences during lectures and also "ro%ided me *ith timel# feed ack. (he kno*ledge gained through him hel"ed in understanding and com"leting the "ro+ect successfull#. I also take this o""ortunit# to e3"ress m# heart felt thanks to Prof. P.L. Ar#a :Director of N.L. Dalmia Institute of Management Studies and Research; for all his concern! guidance and "ositi%e energ# throughout the "ro+ect that encouraged me in framing this "ro+ect in the right direction and s#nchroni$e the efforts in co%ering the manifold features of the "ro+ect. I *ould also like to ackno*ledge the infrastructural su""ort "ro%ided # the institute. @inall# I am thankful to the entire facult# and all the friends *ho ha%e gi%en their full su""ort in collecting the re4uired information and ha%e continuous hel"ed during the "re"aration of the "ro+ect.
Richa Agar*al MMS 8 Marketing
TA*12 O3 CO'T2'T)
)R& 'O& : TOPIC PART A /PR23ATOR= IT2M) :&: 1etter Of Transmittal :&, 1etter Of Authori>ation :&9 Certificate :&? 7eclaration :&@ Ac no"ledgement :&A 2Becutive )ummar# , PART * ; I'TRO7$CTIO' ,&: Problem )tatement ,&, Research Objective ,&9 4#pothesis )tatement ,&? Research 7esign ,&@ 1iterature Revie" 9 PART C ; M2T4O7O1O%= 9&: )ampling 7esign 9&, 7ata Collection 9&9 7ata Anal#ses 9&? 1imitations ? PART 7 ; CO'C1$)IO') PA%2 'O& : , 9 ? @ A C ::: :, :9 :? :@ AC A0 .: .9 :-, :-9
@ A
PART 2 / R2COMM2'7ATIO') PART 3/ APP2'7IC2) A&: Research Proposal A&, Duestionnaire
:-. :-0 :::,A :9:
PART % ; *I*1IO%RAP4=
2E2C$TIF2 )$MMAR=
(he general "ur"ose of this research is to stud# the attitude of the customers to*ards I)I)I ank's A(M center. A careful re%ie* of the 4uestion led to the de%elo"ment of the follo*ing s"ecific research o +ecti%es2 Ahether the customer is satisfied *ith A(M facilit#B If #es to *hat e3tent! if no *hat are the shortcomings. Ahat are the shortcomings! *hich needs to e "aid attentionB (he research *ill e hel"ful to kno* the satisfaction le%el of the customers of I)I)I ank and to *ork out strategies to im"ro%e their ser%ice if there is an# shortcoming. (he research design *ill include CDPLERA(ER5 F DCS)RIP(IGC research. In this the inter%ie*s *ill e conducted to get information regarding satisfaction le%el of I)I)I ank's customers.
A sur%e# *ill e conducted of a""ro3imatel# 1,, res"ondents. (he sam"le *ill e selected on a non 8 "ro a ilit# asis ecause no legal and authentic sam"ling frame *as a%aila le (he inter%ie*s *ill e conducted and data *ill e collected accordingl#. Standard editing and coding "rocedures *ill e utili$ed to ensure ma3imum accurac# and un8am iguit#. (his includes careful inter"retation and good +udgment of the data. ?#"othesis testing *ill also e undertaken. Sim"le ta ulation *ill e utili$ed to anal#$e data. A *ritten re"ort *ill e "re"ared and a "resentation of the findings *ill e made. A schedule of the research "rogram as "re"ared *ill e follo*ed so as to com"lete the research on time and in udgeted limits.
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PART B INTRODUCTION
PRO*12M )TAT2M2'T
(o measure the satisfaction le%el of the customers using A(M cards of I)I)I ank.
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R2)2ARC4 O*G2CTIF2
(o stud# if the customer is satisfied *ith the A(M facilit# "ro%ided # I)I)I ank (o stud# the le%el of satisfaction of the customers using A(M facilit# (o stud# the shortcomings if an# *hile "ro%iding A(M facilities # I)I)I ank
1/
4=POT42)I) )TAT2M2'T+
4o+ )ustomers are satisfied *ith the ser%ice "ro%ided # I)I)I ank in relation to A(M cards. 4:+ )ustomers are not satisfied *ith the ser%ice "ro%ided # I)I)I ank in relation to A(M cards.
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R2)2ARC4 72)I%'+
2Bplorator#+ (he Research grou" shall conduct e3"lorator# research to e3tract 4ualitati%e data for understanding the satisfaction le%el of the customers of I)I)I ank. Information *ill also e collected from the customers and their ackground information for the satisfaction level to"ards ICICI ban s services "ill be judged&& I *ill anal#$e secondar# data as a source of research su +ect
7escriptive
(he research grou" *ill use the descri"ti%e research design *here the main contact techni4ue *ill e the )urve# Method. (his method *ill e used ecause it *ill hel" us to get the re4uired res"onses from the customers! ased on the "arameters such as their "references to go for A(M cards! Difficulties if an# faced # the customers
1IT2RAT$R2 R2FI2<+
More "eo"le are no* mo%ing to*ards using the automated teller machines :A(M; for their anking needs. According to a 2,,> sur%e# # Hank net India! .9I "eo"le no* "refer this modern channel to traditional mode of anking. Almost >,I "eo"le use an A(M at least once a *eek. Increased A(M usage is also hel"ed # the fact that customers ha%e no* the fle3i ilit# of using A(Ms of other anksJ as most of the anks are "art of ma+or inter ank net*orks like National @inancial S*itch :N@S;! Mitr! HAN)S! )ash tree and )ash net. (he inter ank net*orks ha%e rought together A(Ms of se%eral anks so that consumers *ould gain access to an# of the "artici"ating ine3"ensi%e8to8de"lo#.
N.L. Dalmia Institute of Management Studies and Research 1>
anks' A(Ms. Hanks find it chea"er to "a#
mem ershi" fees to these net*orks as against setting u" additional units
A(Ms are no* seen to e more than mere cash dis"ensing machines. )ustomers use A(Ms to recharge their mo ile "hone "re8"aid connections! "a# their utilit# ills! e%en mutual fund transactions 0 making them at "ar *ith fle3i ilit# gi%en in internet anking 0 onl# more secure. Ef the %alue8added ser%ices "ro%ided at A(Ms! ill8"a#ment is the most used ser%ice! follo*ed added ser%ices at A(Ms.K1L Migration of routine ank transactions like cash *ithdra*als and alance en4uiries from teller counters to A(Ms significantl# raises the "otential for sa%ings in em"lo#ee costs. (he cost "er transaction at an A(M reduces to Rs. 1= from Rs. 6,M at a ranch. A(Ms ha%e also gro*n to offer other %alue8added ser%ices like utilit# ill "a#ments! mo ile talk8 time to"8u"s to e%en donations to tem"les. A(Ms also ha%e the "otential for selling "a"er8 ased "roducts like cinema and rail*a# season tickets. (he machines *ork much faster than human tellers! *ith lo*er error8 margins. Hanks are then a le to focus their em"lo#ees on inno%ati%e ser%ices such as selling other financial "roducts and ad%isor# ser%ices to customers. K2L (he A(M market in India is not #et saturated. (hough the concentration of A(Ms is greater in metros! the demand is increasing for other cities and e%en rural areas. Man# A(M %endors ha%e de%ised s"eciali$ed machines! em edded *ith iometric de%ices for authentication. )atering to the rural
# "re"aid mo ile talk8time recharges.
?o*e%er! still a out one third of the res"ondents do not use an# %alue
"o"ulation! these machines ha%e ena led them to interact *ith the machine in their local language and on a gra"hical user interface. (he rural customer has seemed to acce"t this ne* medium. (his has the "otential to further *iden the sco"e of A(M usage in the interior "arts of the countr#.
(here is also interest to*ards *hite8la el A(Ms. Man# com"anies are interested in this model! *here the o*nershi" of the A(M *ill not e *ith the anks ut *ith third "arties *ho de"lo# them and make mone# on fees charged on e%er# transaction. (he conce"t is "re%alent in the American continent. K/L 4I)TOR= (he first Automated (eller Machine :A(M; *as introduced in the #ear 1.>1 # Harcla#s Hank in Cnfield (o*n in North London. At that time a fe* *ould ha%e antici"ated e3cess in A(Ms. (hen for man# #ears after! the aim *as to shift "eo"le off the teller lines thus lo*ering a ank&s distri ution costs and increase efficienc#.
K/L
Hut in the 1.=,s! it *as
noticed that "eo"le continued to %isit ranches! though not as fre4uentl#! so that *ith the added costs of A(Ms! o%erall distri ution costs *ere actuall#.rising. (hen! in the mid81..,s! came surcharges! *hich fuelled the "roliferation of off8"remises A(Ms! *hich led in turn to the current o%erca"acit#. (here *as a slo*do*n in A(M transactions! "artiall# ecause of the consumer's reaction to the im"osition of surcharges. Also # the ad%ent of
1=
surcharging there *as a massi%e gro*th in the num er of A(Ms as it offered A(M o*ner's re%enues making it economical to install A(Ms *here the# might not ha%e een "laced other*iseB A mechanical cash dis"enser *as de%elo"ed and uilt # Luther Neorge Sim+ian and installed in 1./. in Ne* 5ork )it# # the )it# Hank of Ne* 5ork! ut remo%ed after > months due to the lack of customer acce"tance. (he A(M got smaller! faster and easier o%er the #ears. (hereafter! the histor# of A(Ms "aused for o%er 29 #ears! until De La Rue de%elo"ed the first electronic A(M! *hich *as installed first in Cnfield (o*n in North London! Onited Kingdom on 21 -une 1.>1 # Harcla#s Hank. (his instance of the in%ention is credited to -ohn She"herd8Harron! although %arious other engineers *ere a*arded "atents for related technologies at the time. K6L She"herd8Harron *as a*arded an EHC in the 2,,9 Ne* 5earPs ?onours List.K9L (he first "erson to use the machine *as the Hritish %ariet# artist and actor Reg Garne#. (he first A(Ms acce"ted onl# a single8use token or %oucher! *hich *as retained # the machine. (hese *orked on %arious "rinci"les including radiation and lo*8coerci%it# magnetism that *as *i"ed # the card reader to make fraud more difficult. (he machine dis"ensed "re8 "ackaged en%elo"es containing ten "ounds sterling. (he idea of a PIN stored on the card *as de%elo"ed # the Hritish engineer -ames Noodfello* in 1.>9. ?o*e%er! the modern! net*orked A(M *as in%ented in Dallas! (e3as! # Don Aet$el in 1.>=. Aet$el *as a de"artment head at an automated aggage8handling com"an# called Docutel. In 1..9 the SmithsonianPs
1.
National Museum of American ?istor# recogni$ed Docutel and Aet$el as the in%entors of the A(M.
ATM REVOLUTION IN BANKING INDUSTRY As is often the case *ith in%entions! man# in%entors contri ute to the histor# of an in%ention. In the case of the A(M! Don Aet$el in%ented the first successful and modern A(M in the OSA! ho*e%er he *as not first in%entor to create an A(M. In 1./.! Luther Neorge Sim+ian started "atenting an earlier and not8so8successful %ersion of an A(M. An automatic teller machine or A(M allo*s a ank customer to conduct their anking transactions from almost e%er# other A(M machine in the *orld 7on <et>el Don Aet$el *as the co8"atentee and chief conce"tualist of the automated teller machine! an idea he said he thought of *hile *aiting in line at a Dallas ank. At the time :1.>=; Aet$el *as the Gice President of Product Planning at Docutel! the com"an# that de%elo"ed automated aggage8 handling e4ui"ment. H?I It took fi%e million dollars to de%elo" the A(M. (he
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conce"t of the modern A(M first egan in 1.>=! a *orking "rotot#"e came a out in 1.>. and Docutel *as issued a "atent in 1.1/. (he first *orking A(M *as installed in a Ne* 5ork ased )hemical Hank (he first A(Ms *ere off8line machines! meaning mone# *as not automaticall# *ithdra*n from an account. A com"uter net*ork to the A(M. not :at that time; connected the ank accounts. (herefore! anks *ere at first %er# e3clusi%e a out *ho the# ga%e A(M "ri%ileges to. Ni%ing them onl# to credit card holders :credit cards *ere used efore A(M cards; *ith good anking records. Aet$el! Harnes and )hastain de%elo"ed the first real A(M cards! cards *ith a magnetic stri" and a "ersonal ID num er to get cash. A(M cards had to e different from credit cards :then *ithout magnetic stri"s; so account information could e included. Cash TechnologiesJ Inc& Introduces 'e" Transaction Processing )#stem to Revolutioni>e the Traditional ATM According to A(M de%elo"er and Docu(el em"lo#ee Don Aet$el! QAe ne%er did see the A(M as +ust a cash dis"enser. Ae thought it had to e a machine that did most of the functions of a teller including transferring mone#! taking "a#ments and issuing cash ad%ances. Hut! nearl# /, #ears later! the A(M is still not much more than a cash dis"enser. In fact! out of the nearl# 22,!,,, A(Ms installed in the O.S.! research sho*s nearl# half "ro%ide onl# cash dis"ensing transactions. And! onl# fi%e "ercent of the remaining A(Ms do an#thing more than the original! asic ank account functions 88 e%en though consumers are demanding more t*ent#8four hour ser%ices from their local ank.
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The ans"er is simple2 (he "rotocol used # A(Ms! *hich *as de%elo"ed at their ince"tion! does not su""ort additional on8line ser%ices such as check cashing! ill "a#ment! mone# order issuance and e%ent ticketing. Aith O.S. A(M cardholders com"leting more than =./ illion transactions last #ear! financial net*orks and institutions ha%e in%ested hea%il# in making sure that consumers can *ithdra* mone# from San @rancisco to Singa"ore rather than allo*ing consumers to "urchase ne* financial and other ser%ices at their local A(M. )ash (echPs CMMA transaction "rocessing s#stem *ill allo* A(Ms to 4uickl# e3ecute com"le3 transactions o%er multi"le net*orks. CMMA uses a message structure *hich "ro%ides an o"en architecture for ne* a""lication de%elo"ment *ithout re4uiring modifications to host soft*are. 3or the first timeJ communication bet"een four primar# channels+ :1; (he A(M net*ork :2; (he credit card :PES; net*ork! :/; (he Automated )learing ?ouse :A)?; net*ork and :6; )ash *ill interface seamlessl#.
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*AC(%RO$'7 A*O$T ATM <OR17
?SH) ank is the first ank in India to offer A(M facilit# in 1.=1. Presentl# a no. of Indian F @oreign anks are offering A(M facilit# ut mostl# in cities. HAI
Since the introduction of the first automated teller machine :QA(MQ; de it cards in the India! significant electronic technological "rogress has occurred in the anking and financial industr#. )onsumer acce"tance of electronic anking continues to dri%e man# de%elo"ments in the financial industr#. (he financial communit# continues to offer ne* electronic anking and mone# ser%ices to a "o"ulation of households *ho are ecoming more literate in electronic anking conce"ts. No%ernment regulation also contri utes to an increasing num er of de it card users. In the *orld of anking ser%ices *ith the gro*ing com"etition F *ith the fast "acing *orld! the need of customi$ation came into eing.
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Hanks started gi%ing more im"ortance in the *a# in *hich the ser%ices *ere rendered to the customers.
Hanks toda# ha%e A(M facilities. Onder this s#stem! the customer can *ithdra* their mone# easil# F 4uickl# at an# time. (his is also kno*n as An# Time Mone# H.I.
)ustomers under this s#stem can *ithdra* funds i.e. currenc# notes *ith the hel" of certain magnetic R cash card :a small "lastic card; issued # the ank F similarl# de"osit cash R che4ue. (he e%olutionar# trend from cash econom# to che4ue econom# F on*ards to "lastic card econom# is *itnessed in the introduction of A(Ms. (he first real cash card *as issued in 1.>1 # @ranklin National Hank in Ne* 5ork. A(Ms or Automated (eller Machines measures the ank alance of a "erson in Ru"ees.
ATM I'7$)TR= )TAT$) I' I'7IA In India A(M is still a ne* technolog#. Aith the emergence of "ri%ate sector Hanks like I)I)I Hank! IDHI Hank! ?D@) Hank etc. the num er of A(M centres has increased tremendousl#. (here are "resentl# all t#"es of Hanks offering A(M ser%ices. @or e3am"le State Hank of India :a Pu lic Sector Hank;! I)I)I Hank :a Pri%ate Hank;! )iti ank :A @oreign Hank;! Nreater Hom a# )E8EP Hank :a co8o" Hank;. (he Hanks are offering %arious ser%ices like )ash *ithdra*al! fund transfer! Halance en4uir# etc.
(he Hanks ha%e tie8u"s in et*een them for sharing of their ser%ices this ma# e ilateral or multilateral # *a# of consortium like SAAD?AN.
<or ing of an ATM (he )urrent F Sa%ings ank account holders of a ank ha%ing certain minimum balance are issued *ith an A(M card. It is a "lastic card ha%ing a magnetic stri" *ith the account num er of the "erson. It also re4uires to e signed # the holder *ithout *hich it is not *orth*hile. HCI Ahen the card is inserted in the A(M! the machine's sensing e4ui"ment identifies the account holder F ask for his identification code no. C%er# account holder is gi%en a se"arate code no. through com"uters F it is not kno*n e%en to ank staff. Ahen the no. is asked # the A(M :*hich comes on the A(M screen;! the card holder identifies himself # "ressing rele%ant no. uttons on the machine. (he machine %erifies the account no. on the A(M card *ith secret code no. stored in the A(M. Ahen the nos. tall# the machine sho*s in the screen as to *hat he *antsB (his is done through a menu Screen. 5ou can transact almost all t#pes of ban transactions through A(M. In case #ou *ant to *ithdra* cash! #ou "ress the no. uttons for the amount #ou decide to *ithdra*. (he machine immediatel# thro*s out fresh
currenc# notes. H0I (he anks generall# restrict the ma3imum amount one can *ithdra*. Also #ou ma# use the machine onl# once a da# for *ithdra*als. (he amount *ithdra*n is immediatel# de ited to the concerned account through the entries generated # the machine. Similarl# mone# can be deposited through A(M for credit to #our account. Ahen the mone# Screen a""ears on the A(M! #ou should indicate #ou *ant to de"osit mone#. (he machine *ill flash out a co%er #ou de"osit the mone#. ?o*e%er no coins are allo*ed. Enl# cash R che4ue are allo*ed into the en%elo"e. 5ou close the en%elo"e F "ut it ack into the machine. (he machine "rints the account no. on the en%elo"e F stores it. (he ank staff collects the en%elo"e! %erifies the cash F credits the account. H:-I (he A(M also hel"s to kno* #ou the ank alance! (he A(M facilit# is a%aila le all round the clock i.e. 26 hours a da#. (he main "rotection in A(M card against *rong use is the secret code no. Someone kno*ing #our A(M secret code can also misuse F dra* mone# from #our account.
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A7FA'TA%2) 1. Ene can dra* cash round the clock F no em"lo#ee interface is is re4uired. 2. A(M's "ro%ides customers not ha%ing credit card facilities an alternati%e for o taining cash *hen re4uired. /. It eliminates the need for the customers to tra%el to the ranches. 6. Automatic F instantaneous accounting is "ossi le. 9. Ahen la our cost is high! technolog# "ro%ides a cost effecti%e solution.
>. )ustomers can de"osit cash R instruments F lea%e instructions for the
ank
re4uirements of statements of accounts. (ransfer! etc. H::I 1. As transactions are handled through soft*are! *ithout cash or instruments! sco"e for frauds F misa""ro"riation is reduced.
7I)A7FA'TA%2)
1. Aould lead to a cut8off in the em"lo#ment forces 2. Aould encourage to easil# access of data of consumers to the hackers /. Cm"lo#ee8Hank interaction *ill e reduce! *hich could lead a loss of costumer to the Hank. 6. )om"uter interface "ro lems are estimated to e significant and costl#. (he# are limitations inherent in the use of PIN num ers. 9. Most la* enforcement agencies do not ha%e the com"uter ca"acit# to "ro%ide the necessar# real time communication *ith an A(M. I'T2R*A'( '2T<OR() I' I'7IA An inter ank net*ork! also kno*n as an A(M consortium or A(M net*ork! is a net*ork that connects the A(Ms of different anks and "ermits these A(Ms to interact *ith the A(M cards of other anks.
Inter ank A(M net*ork is a net*ork of A(Ms *herein a cardholder of an# of the "artici"ating ank can carr# out s"ecified transaction at an# of the A(Ms connected to the net*ork. In the coming #ears! the cost of in%estments on A(M terminals *ill e on the rise! and at the same time! transaction %olumes "er A(M *ill fall *ith an increasing num ers of A(Ms. (hus the est o"tion for anks toda#! is to share the ser%ice and infrastructure for a small fee. In 1..1 an attem"t *as made in this direction *ith Indian Hanks' Association's :IHA; S*adhan net*ork. [12] Ahile inter ank net*orks "ro%ide ca"a ilities for all A(M cards *ithin the same net*ork to use other anksP A(Ms that elong to the same
N.L. Dalmia Institute of Management Studies and Research 2=
net*ork! the ser%ices %ar#. Osuall#! *hen a "erson uses their A(M card at an A(M that does not elong to their ank! the asic ser%ices! such as alance in4uiries and *ithdra*als! are usuall# a%aila le. ?o*e%er! s"ecial ser%ices! such as the to"8u" of mo ile "hone talk time! are usuall# not accessi le to A(M cardholders of anks other than the A(M cardholders of the ac4uirer :the ank that o*ns the A(M;. @urthermore! most anks *ill charge a fee to users of cards that do not come from their o*n ank. )urrentl#! there are fi%e ma+or inter ank A(M net*orks o"erating in India F National @inancial S*itch! HAN)S! )ash tree! )ash net and Mitr.
Channel 7istribution+ )ustomer's ank's )ustomer's Hank's A(M A(M )ustomer aRc )ustomer Ether ank's Ether A(M ank's shared ed A(M Net*ork Net*ork )entre Shar )entre A(M
)ustomer aRc *ith ank )ustomer's on ank's P)
2.
$)2 O3 ATM) Cash <ithdra"al and *alance 2n!uir# In s"ite of a num er of inno%ati%e ser%ices eing made a%aila le at man# A(Ms! cash *ithdra*al stills remains the most accessed ser%ice at A(Ms. ?o*e%er! the migration of routine ank transactions like cash *ithdra*als and alance en4uiries from teller counters to A(Ms significantl# raises the "otential for sa%ings in em"lo#ee costs and greater em"lo#ee focus on %alue8added re%enue8enhancing acti%ities such as selling other financial "roducts and ad%isor# ser%ices to customers.
)ashR)he4ue De"osit Again! due to the strong cash culture in India! cash de"osits are most likel# higher than in other markets! es"eciall# cash de"osits made # commercial customers such as retail sho"kee"ers and
N.L. Dalmia Institute of Management Studies and Research /,
those *hose *ork in%ol%es su stantial tra%eling. A high cash *ithdra*al rate results in higher A(M ser%icing costs due to fre4uent cash re"lenishment re4uirements. H:9I Recent de%elo"ments in A(M technolog# ha%e made it "ossi le to rec#cle cash in A(Ms. )urrenc# notes recei%ed as cash de"osits are countedJ soiled notes se"arated and de"osited cash dis"ensed to fulfill *ithdra*al transactions. ?o*e%er! regulator# concerns relating to identification of counterfeit notes and its de"ositors need to e addressed first.
A(M *ith )he4ue de"osit facilit# is not "icking u" in India! like other countries. Ene of the reasons is the dela# in collection of the che4ue de"osited in A(Ms. )he4ue de"osited in A(Ms is to e collected and de"osited in the designated ranch for collection. Another reason is the introduction of che4ue de"osit Kiosks # %arious Hanks es"eciall# Pri%ate sector ones. (hese are ke"t at each some im"ortant locationsR ranches *here customers can de"osit there che4ues *hich are collected at inter%als *hich ma# e difficult in *ill Pa#ments Most utilities ha%e inade4uate infrastructure for recei%ing ill "a#ments resulting in long 4ueues at collection centre. ?ence! A(Ms has achie%ed noticea le acce"tance anks "ro%ide this ser%ice through # ill "a#ment at ill8 ank customers. Most A(Ms.
i8lateral arrangements *ith
"a#ment ser%ice "ro%iders. A(M users register their *ater! electricit# and tele"hone utilit# accounts *ith anks! check their dues at A(Ms! a""ro%e ill "a#ments that are de ited to their ank accounts and recei%e "rinted
N.L. Dalmia Institute of Management Studies and Research /1
recei"ts for the transactions. H:?I (his ser%ice has the effect of im"ro%ing customer satisfaction for oth the ank as *ell as the ill8"a#ment ser%ice "ro%iders. Some Hanks' A(Ms e%en acce"t charita le contri utions to (em"les. )ale of Paper *ased Products A(Ms are ideall# suited to sell "a"er8 ased "roducts and ser%ices such as tickets! *ireless "hone recharge cards! financial "roducts! etc. (he screen interface allo*s ro*sing and customi$ation! access to ank accounts facilitate "a#ments.
A num er of anks including I)I)I Hank! SHI and PNH ha%e A(Ms at Mum ai's local rail*a# stations to dis"ense season tickets to commuters. E*n8 ank customers "a# no e3tra charge *hile other ank customers "a# a fee of Rs. 9, for this e3tremel# useful ser%ice of an#time ticket "urchase. Rail*a# season tickets re"resent a high8%olume mass8a""eal "roduct. As technical standards get esta lished and "roductRser%ice sellers ecome a*are of the A(M sales channel! niche8a""eal high8margin "roducts. (ios s Information Kiosks has een introduced # man# Hanks and also # PSOs like Rail*a#s! (ourist centre etc. Ahile the re%enue8"roducing ca"acit# of non8emergenc# t#"e of information at A(Ms as a stand8alone "roduct is dou tful! man# customers ma# e *illing to "a# a nominal fee for information ha%ing 7im"ulsi%e< demand such as cricket scores *hile the#
*ait for their transactions to
e "rocessed. (o
e sure! "ro%iding
information! *hether "riced or free! *ill a""eal to some customers. Onion Hank has used technolog# to esta lish Gillage Kno*ledge )entre :GK)s;! *hich ha%e "ro%ed to e a success in the 1.= centre! *here the# ha%e een set u". GK)s em"o*er the local rural "o"ulation # gi%ing them information on %arious %ital in"uts such as *eather! fertili$ers! "rices of cro"s! etc. (he ank is also o"erating financial education centre offering counseling ThirdPart# Advertising In India! A(M ad%ertising for third8"art# "roducts is currentl# not allo*ed # Regulator# authorities. ?o*e%er! the *ait time at A(Ms can e effecti%el# used # anks to "romote their o*n rands! "roduct and ser%ices. @urthermore! anks can tailor ad%ertising messages ased on customer information easil# a%aila le in their accounting and )RM data ases. )ustomer *ait8time at A(Ms *hile transactions get "rocessed! t#"icall# et*een 1, to 29 seconds! has een "rofita l# used # man# anks. Mone# Transfers at 91 of these GK)s.
Indians! *ho ha%e migrated a road or to cities! regularl# use mone# orders and *ire transfers to send mone# to their families ack home. A(M gro*th! es"eciall# in rural India! *ill ca"ture su stantial usiness from the e3"ensi%e *ire transfer agents' net*ork and the customer8 ser%ice lacking "ostal net*ork. In line *ith international trends! A(Ms can e made ca"a le to dis"ense "rinted mone# orders or initiate *ire transfers against a charge on customers' ank accounts.
H:@I
After
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addressing regulator# hurdles! these ser%ices can e%en e made a%aila le to non8account holders through cash "a#ments using the currenc# acce"tors uilt into A(Ms. A(Ms can also facilitate the encashment of *ire transfer amounts # allo*ing e%en non8account holders to *ithdra* cash ased on PINs or "re%iousl# mailed s"ecial8"ur"ose A(M cards.
Recharge
Mobiles
via
ATMs
A(Ms are also used to recharge mo ile "hones. Initiated in 2,,6 # I)I)I Hank! no* most A(MRDe it )ardholders are a le to recharge their "re8 "aid su scri"tions of most mo ile ser%ice "ro%iders from an#*here in the countr# using their ank&s A(Ms or # sending a SMS.
H:@I
(he amount for recharging the mo ile "hone *ould e de ited from the su scri er&s Hank account and the su scri"tion *ould recharged accordingl#.. e directl#
ICICI *an I)I)I Hank is IndiaPs second8largest ank *ith total assets of Rs. /!..1..9 illion :OSS 1,, illion; at March /1! 2,,= and "rofit after ta3 of Rs. 61.9= illion for the #ear ended March /1! 2,,=. I)I)I Hank is second amongst all the com"anies listed on the Indian stock e3changes in terms of free float market ca"italisationT. (he Hank has a net*ork of a out 1!/,= ranches and /!.9, A(Ms in India and "resence in 1= countries. I)I)I Hank offers a *ide range of anking "roducts and financial ser%ices to cor"orate and retail customers through a %ariet# of deli%er# channels and through its s"ecialised su sidiaries and affiliates in the areas of in%estment
anking! life and non8life insurance! %enture ca"ital and asset management.
H:AI
(he Hank currentl# has su sidiaries in the Onited Kingdom! Russia and
)anada! ranches in Onites States! Singa"ore! Hahrain! ?ong Kong! Sri Lanka! Uatar and Du ai International @inance )entre and re"resentati%e offices in Onited Ara Cmirates! )hina! South Africa! Hangladesh! (hailand! Mala#sia and Indonesia. Eur OK su sidiar# has esta lished ranches in Helgium and Nerman#. I)I)I HankPs e4uit# shares are listed in India on Hom a# Stock C3change and the National Stock C3change of India Limited and its American De"ositar# Recei"ts :ADRs; are listed on the Ne* 5ork Stock C3change :N5SC;.
History I)I)I Hank *as originall# "romoted in 1..6 # I)I)I Limited! an Indian financial institution! and *as its *holl#8o*ned su sidiar#. I)I)IPs shareholding in I)I)I Hank *as reduced to 6>I through a "u lic offering of shares in India in fiscal 1..=! an e4uit# offering in the form of ADRs listed on the N5SC in fiscal 2,,,! I)I)I HankPs ac4uisition of Hank of Madura Limited in an all8stock amalgamation in fiscal 2,,1! and secondar# market sales # I)I)I to institutional in%estors in fiscal 2,,1 and fiscal 2,,2. I)I)I *as formed in 1.99 at the initiati%e of the Aorld Hank! the No%ernment of India and re"resentati%es of Indian industr#. (he "rinci"al
o +ecti%e *as to create a de%elo"ment financial institution for "ro%iding medium8term and long8term "ro+ect financing to Indian usinesses. In the 1..,s! I)I)I transformed its usiness from a de%elo"ment financial institution offering onl# "ro+ect finance to a di%ersified financial ser%ices grou" offering a *ide %ariet# of "roducts and ser%ices! oth directl# and through a num er of su sidiaries and affiliates like I)I)I Hank. H:.I In 1...! I)I)I ecome the first Indian com"an# and the first ank or financial institution from non8-a"an Asia to e listed on the N5SC. After consideration of %arious cor"orate structuring alternati%es in the conte3t of the emerging com"etiti%e scenario in the Indian anking industr#! and the mo%e to*ards uni%ersal anking! the managements of I)I)I and I)I)I Hank formed the %ie* that the merger of I)I)I *ith I)I)I Hank *ould e the o"timal strategic alternati%e for oth entities! and *ould create the o"timal legal structure for the I)I)I grou"Ps uni%ersal anking strateg#. (he merger *ould enhance %alue for I)I)I shareholders through the merged entit#Ps access to lo*8cost de"osits! greater o""ortunities for earning fee8 ased income and the a ilit# to "artici"ate in the "a#ments s#stem and "ro%ide transaction8 anking ser%ices.
H:CI
(he merger *ould
enhance %alue for I)I)I Hank shareholders through a large ca"ital ase and scale of o"erations! seamless access to I)I)IPs strong cor"orate relationshi"s uilt u" o%er fi%e decades! entr# into ne* usiness segments! higher market share in %arious usiness segments! "articularl# fee8 ased ser%ices! and access to the %ast talent "ool of I)I)I and its su sidiaries. In Ecto er 2,,1! the Hoards of Directors of I)I)I and I)I)I Hank a""ro%ed the merger of I)I)I and t*o of its *holl#8o*ned retail finance
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su sidiaries! I)I)I Personal @inancial Ser%ices Limited and I)I)I )a"ital Ser%ices Limited! *ith I)I)I Hank. (he merger *as a""ro%ed of Nu+arat at Ahmeda ad in March 2,,2! and # shareholders of I)I)I and I)I)I Hank in -anuar# 2,,2! # the ?igh )ourt # the ?igh )ourt of anking -udicature at Mum ai and the Reser%e Hank of India in A"ril 2,,2. )onse4uent to the merger! the I)I)I grou"Ps financing and o"erations! entit#. I)I)I Hank has formulated a )ode of Husiness )onduct and Cthics for its directors and em"lo#ees. oth *holesale and retail! ha%e een integrated in a single
ICICI *an s ATM I)I)I HankPs 26 ?our A(M net*ork is one of the largest and most *ides"read A(M Net*ork in India. Eur A(Ms are located in commercial areas! residential localities! ma+or "etrol "um"s! air"orts! near rail*a# stations and other "laces *hich are con%enientl# accessi le to our customers. I)I)I Hank A(Ms features user8friendl# gra"hic screens *ith eas# to follo* instructions. Ae ha%e introduced A(Ms *hich interact *ith customers in their local language for increased con%enience.
/1
3eatures )ash Aithdra*al2 Aithdra* u"to Rs. 29!,,,R8 "er da# from #our account :9,!,,, for ?NIPs;. @ast )ash o"tion "ro%ides the facilit# of *ithdra*ing "refi3ed amounts. Oltra @ast )ash o"tion allo*s #ou to *ithdra* Rs./,,,R8 in one shot Halance Cn4uir# 2 Kno* #our ledger alance and a%aila le alance
ATM )2RFIC2) O3 ICICI *A'( I' I'7IA As "art of its P)licks and HricksP strateg#! I)I)I Hank has de%elo"ed multi"le access channels com"rising lean rick and mortar ranches! A(Ms! call centers and Internet anking. (he ranch net*ork including e3tension counters "resentl# co%ers man# locations across India. I)I)I Hank is IndiaPs largest A(M "ro%ider *ith :,-- ATMs. (he )all )enters in 11 cities currentl# handle a out 1,!,,, calls a da# I)I)I HankPs net*ork of 26 hr A(Ms is one of the largest and most *ides"read A(M Net*orks in India. Hanks A(Ms are con%enientl# located
N.L. Dalmia Institute of Management Studies and Research /=
in )ommercial areas! residential localities! Ma+or Petrol Pum"s and Air"orts! Near Rail*a# Stations and other "laces! *hich are con%enientl# accessi le to customers. H:0I As "art of its P)licks and HricksP strateg#! I)I)I Hank has de%elo"ed multi"le access channels com"rising Lean rick and mortar ranches2 A(Ms call centers and Internet anking. I)I)I HankPs net"or of ,? hr ATMs is one of the largest and most
*ides"read A(M Net*orks in India. Hanks A(Ms are con%enientl# located in commercial areas! residential localities! ma+or "etrol "um"s and air"orts! near rail*a# stations and other "laces! *hich are con%enientl# accessi le to customers. (he I)I)I Hank A(Ms feature user8friendl# gra"hic screens *ith eas# to follo* instructions. I( has also introduced A(Ms! *hich interact *ith customers in local languages for further con%enience. (he follo*ing are the features available on I)I)I Hanks A(Ms! *hich can e accessed from an#*here at an#time. Cash <ithdra"al *alance 2n!uir#
/.
Mini )tatement 7eposit Cash K Che!ues 3unds Transfer Chec boo Re!uest PI' Change Pa#ments (he I)I)I Hank A(Ms feature user8friendl# gra"hic screens *ith eas# to follo* instructions. I( has also introduced A(Ms! *hich interact *ith customers in local languages for further con%enience. (he follo*ing are the features available on I)I)I Hanks A(Ms! *hich can e accessed from an#*here at an#time. Cash <ithdra"al A customer can *ithdra* u"to Rs.19!,,,R8 on a single da# from his account. In this! the @ast )ash o"tion sho*s "refi3ed amounts! *hich a customer can choose from! and Oltra @ast )ash o"tion to *ithdra* Rs./,,,R8 at one time. H,-I *alance 2n!uir# )ustomer can kno* the ledger alance and a%aila le alance *ith his account.
6,
Mini )tatement )ustomer gets a recei"t "rintout of his last = transactions and the alance. 7eposit Cash K Che!ues+ A%aila le in all full function A(Ms! customers can de"osit oth cash and che4ues in the A(M. )ash de"osited in A(Ms *ill e credited to the account on the same da# and che4ues sent for clearing on the ne3t *orking da#. 3unds Transfer+ )ustomer can transfer funds from one account to another linked account in the same ranch. H,:I Chec boo Re!uest+ Re4uest for a check ook from I)I)I A(Ms and their concerned ranch *ill dis"atch it such that it reaches the customer *ithin 1, *orking da#s. PI' Change+ (he )ustomer )hange the Personal Identification Num er :PIN; of the A(M or De it card. Pa#ments+
61
(his is the latest feature on Hanks A(Ms! it's functionalit# can e used for "a#ment of ills! donating to tem"les R trusts or making airtime recharges for "re"aid mo ile "hones. Indian anking Industr# has gro*n man# folds in the last decade. (he Industr# got a face lift in the "ast fi%e #ears *ith emergence of man# foreign anks and de%elo"ment of the national anks. Hanks ha%e mo%ed from fund ased ser%ices to fee ased ser%ices and mo%ing to*ards total financial solution for their customers.. Ene of the im"ortant ser%ices "ro%ided # the anks toda# is of A$TOMAT27 T2112R MAC4I'2 6ATM8& H,,I (o riefl# summari$e the "rocess! an automatic teller machine or A(M allo*s a ank customer to conduct their anking transactions from almost e%er# other A(M machine in the *orld. In the introductor# stages! of the A(M! Don Aet$el in%ented the first successful and modern A(M in the OSA. ?o*e%er he *as not the first in%entor to create an A(M. In 1./.! Luther Neorge Sim+ian started "atenting an earlier and not8so8successful %ersion of an A(M. (he conce"t of the modern A(M first egan in 1.>=! a *orking "rotot#"e came a out in 1.>. and Docutel *as issued a "atent in 1.1/. (he first *orking A(M *as installed in a Ne* 5ork ased )hemical Hank. (he *orking of the A(M can e etter understood *ith the hel" of the follo*ing flo*chart.
Cashier stations are owned by individual banks N.L. Dalmia Institute of Management Studies and Research Communicates with the central Cashier stations are owned Automatic teller machines communicate An Interacts automatic Print receipts. teller machine Dispenses with the cash, user by system to carry out the transaction individual banks with accepts a central computer that clears a cash card 62
Other )ervices
18 Mobile prepaid card recharge (hrough this facilit# #ou can use #our A(M R De it )ard at an# I)I)I Hank A(M to "urchase mo ile re8charge cards. All #ou ha%e to do is to select the right com ination of E"erator and the )ircle and a recharge code *ill e dis"la#ed on #our A(M Screen. 5ou *ill also get this recharge code on #our transaction sli". )urrentl# the Ser%ice is a%aila le for follo*ing E"erators2
N.L. Dalmia Institute of Management Studies and Research 6/
The following are the operators you can purchase Codes for"
obile !echarge
Airtel 8 Delhi! Kolkata! ?#dera ad F AP HPL 8 Mum ai! Maharshtra F Noa
S"ice Uuick# 8 Pun+a ! Karnataka
RPN 0 )hennai
,8 Internet Pac s 6AT' / An# Time 'et8 (hrough this facilit# #ou can "urchase a ne* Internet connection or u# a rene*al "ack using #our A(M R De it )ard at I)I)I Hank A(Ms. )urrentl# this ser%ice is a%aila le for the customers of TATA Indicom Internet )ervice Provider and )I3=. (he facilit# ena les #ou to2 Hu# ne* Internet connection Rene* #our e3isting Internet account (o access the ser%ice #ou are re4uired to select suita le o"tion on an# of I)I)I Hank A(Ms and oth the Serial No. and Pin No. *ill e dis"la#ed on
#our A(M Screen. 5ou *ill also get this Serial No. and PIN No. on #our transaction sli". H,9I
98 7onations 6An#time *lessing8
(hrough this facilit# #ou can offer donations and ask for a Manorath RRa+ hog to e done. )urrentl# this ser%ice is a%aila le for follo*ing Religious Institutions2 a. (iru"ati (irumala De%asthanams . Nathd*ara (em"le c. Shri Mata Gaishnode%i Shrine
?8 Mutual 3unds Transactions No* #ou can u# or sell mutual funds through an# I)I)I Hank A(M using #our A(MR De it )ard. (his re4uires "rior registration *ith the @und ?ouse for *hich #ou *ant to u#Rsell Mutual @unds.
69
)urrentl# this ser%ice is a%aila le for follo*ing Mutual @undRs2 ?D@) Mutual fund (he minimum su scri"tion amount is Rs.9,, and in multi"les of Rs.1,, thereof under each of the res"ecti%e Plans R E"tions of the designated schemes (he a""lica le NAG for "urchase of Onits and the Sale Price of Onits of the res"ecti%e Schemes R Plans shall res"ecti%e schemes H,?I (he minimum redem"tion amount is Rs.1,, and in multi"les thereof under each of the res"ecti%e Plans R E"tions of the designated schemes. e calculated and determined in accordance *ith the terms and conditions of the Effer Documents of the
@8 *ill Pa#ments I)I)I Hank Hill Pa#ment is the easiest *a# to manage #our da#8to8da# ills. No* #ou can "a# #our da#8to8da# ills through an# of I)I)I Hank A(Ms. Ae ha%e tied u" *ith %arious Hillers for *hich #ou can "a# #our ills. Kindl# click here to get the com"lete list of Hillers for *hich this facilit# is a%aila le. All that #ou need to do is to sim"l# Register #our Hill Details mentioning the name of #our iller and other details. Hill Details registration is a one8 time re4uirement. )urrentl# #ou can register ill details through our 26 ?our )ustomer )are )enter.
N.L. Dalmia Institute of Management Studies and Research 6>
The service is made available in t"o "a#s+ 1; Presentment t#pe2 (hese are the ills for *hich Hill Details *ill e "resented to #ou on I)I)I Hank A(Ms once the Hill is generated. Ence #ou register #our ill details for "resentment *e *ill send #our details to the iller. Ahen the ill is generated :*hich *ould e the ne3t illing c#cle from the date #ou register;! details of ills *ill e "resented to #ou through Internet Hanking or A(Ms. Kindl# "ro%ide us 28/ *eeks to "rocess #our re4uest after registration of Hill Details. H,@I 2; Pa#ment t#pe 2 (hese are the ills for *hich #ou can make "a#ment *hene%er #ou *ish to. @or these illers #ou can make the "a#ments immediatel# after registering the Hill Details. All #ou ha%e to do is to enter the "a#ment amount #ou *ish to "a# and schedule the date on *hich the ill should e "aid.
A8 3leBi Top $p All I)I)I Hank De itRA(M cardholders can no* refill their "re "aid "hone cards through I)I)I Hanks A(Ms or through SMS. (his facilit# is a%aila le for all circles of the follo*ing o"erators8GodafoneR Erange! Airtel F Idea. 5ou can refill #our "hone for an# amount. ?o*e%er there is a lo*er limit
61
and an u""er limit on the amount of recharge. (hese limits %ar#! de"ending on the o"erator and the circle. (o" O" through A(M 1. Insert #our A(M card and authenticate #ourself. 2. )hoose QPa#mentQ 88V QSer%icesQ 88V Q(o""ingQ 88V QRechargeQ 88V In"ut #our mo ile num er and the amount of recharge re4uired /. )onfirm the same (he details *ill e sent to the mo ile o"erator for %erification. After
%erification #our account *ill e de ited # the amount of recharge and #our mo ile "hone *ill e to""ed *ith an e4ui%alent airtime. 5ou *ill get a SMS confirming #our transaction. Top $p through )M) (o (o" u" # a SMS #ou need to first register. Registration is a one8time acti%it# and can e done onl# through the Hanks A(M. Registration through ATM 1. Insert #our A(M card and authenticate #ourself. 2. )hoose QPa#mentQ 88V QSer%icesQ 88V Q(o""ingQ 88V QRegistrationQ 88V In"ut #our mo ile num er and com"lete the transaction. En registration! #ou *ill get an SMS confirming the registration and a 6 digit Access code. (his Access code is uni4ue for #our mo ile F #ou need this code to authenticate *hile recharging through SMS.
6=
Top up Process through )M) 5ou need to send a SMS message to Mo ile o"erator that shall include the (ransaction )ode! Hank code! Denomination! and Access code. :C3. R) I)I 9,, 12/6; *here R) is for Recharge! I)I is the code for I)I)I Hank! the recharge is amount is Rs.9,, and 12/6 is the access code. (he Mo ile o"erator on getting the SMS (o"s O" #our "re"aid "hone account. Mo ile E"erator also sends a confirmation SMS to #our mo ile "hone indicating that recharge *as successful. H,AI
.8Charit# (hrough this facilit# #ou can donate for charit# against an# of the follo*ing heads a. )hild Aelfare . Cducation c. ?ealth F Sanitation d. Li%elihoods F Po%ert#
e. Ser%ices for the disa led
C8 Calling Cards
6.
)alling cards ena le a user to make a call either through the normal "hone or through the Internet "rotocol. (here are t*o kinds of cards a%aila le 1. India On All card 8 Osing the calling card! #ou *ould e a le to "lace a call from an#*here in the *orld to an#*here in India through a tele"hone line. 5ou need to do the follo*ing Select Pa#ments 88V Ser%ices 88V )alling )ards 88V India En )all card 88V Select the rele%ant E"tion as "er countr# of origin of calling. 2. 4ello <orld cards 8 Osing this card #ou *ould e a le to "lace a call from India to an# other countr# using #our internet connection. 5ou need a mike and s"eaker connected to #our com"uter to e a le to make such calls.
ICICI *an 7ebit Card gi%es #ou the ad%antages of an A(M card and a credit card com ined into a single card. (he "ackage deal includes forethought of An# (ime Mone# ser%ices and the cashless s"ending facilit# of a credit card acce"ted *idel#. Aith I)I)I Hank De it )ard! #ou can en+o# cashless sho""ing! tra%eling! dining or other leisure acti%ities *ithout ha%ing to carr# si$ea le cash. Ahene%er #ou s*i"e the I)I)I A(M cum de it card! the amount is de ited directl# to #our I)I)I Hank account. ICICI *an 7ebit Cards are acce"ted at o%er /.9 lakh merchant
esta lishments across the countr# and 26 million sho"s across the glo e *ith A(M com"ati ilit# at o%er /,,, I)I)I Hank A(Ms! 1=,,, GISAR Master)ard A(M locations in India and o%er a million GISA A(Ms glo all#. 5our I)I)I Hank De it )ard ears #our signature that is dul# matched # the merchandiser to the one on the ill sli" #ou are su""osed to
9,
sign8in *hile making "a#ment through #our card for an# "urchases #ou make.
H,.I
In case of loss or theft of #our I)I)I Hank De it )ard! all #ou are re4uired to do is re"ort to the 26 3 1 )ustomer )are of I)I)I Hank a out the misha". (his *a# I)I)I Hank "rotects #ou from an# financial lia ilit# arising from an# transaction made on the lost card from the time of re"orting. A ne* de it card is issued to #ou # I)I)I Hank *ithin a *eek.
(he a%aila le I)I)I Hank De it )ards include2

I)I)I Hank Platinum De it )ard I)I)I Hank Pri%ate Hanking De it )ard I)I)I Hank Nold De it )ard I)I)I Hank ?P)L De it )ard I)I)I Hank Ncash Sil%er )ard I)I)I Hank Ncash De it )ard
91
'e" Initiatives :8 Mobile ATMs I)I)I Hank is the first ank to come u" *ith Mo ile A(Ms. No* #ou can use our Mo ile A(Ms to o"erate #our ank accounts! make "a#ments of utilit# ills! and recharge #our "re "aid Mo ile cards and much more. )urrentl# the Mo ile A(M ser%ice is a%aila le in Mum ai. I)I)I HankPs Mo ile A(M Gans are "arked at the follo*ing locations in Mum ai for a fi3ed duration.
92
..,, am to 1,.,, am
-unct. of Nehru Rd F M.N.Rd.! near Ram (em"le! Gile Parle :C; E"". -.A. Marriott ?otel! -uhu Lokhand*ala )ircle! Andheri :A; Eutside Gasant Sagar! 12, @t. Rd! (hakur Gillage! Kandi%ali :C;
11.,, am to 12.,, noon 1.,, am to 2.,, "m
/./, "m to 9.,, "m
,8 ATM for visuall# challenged I)I)I Hank has launched S"ecial A(M machines for %isuall# )hallenged Peo"le. (his has een made "ossi le # %oice guided s#stem and s"eciall# made function dis"la# ke#s *hich guide a Gisuall# )hallenged "erson to o"erate the A(M . (hrough the use of ?ead"hones "lugged into a +ack on the terminal! customer hears a %oice that guides the customer through the transaction. (he A(M also gi%es choice of languages in *hich a )ustomer *ants to hear Instructions. Ence the language is selected! tha A(M guides the customer to insert his A(M card in the slot! *hich has one P"i"P :a raised! rounded utton; a o%e it. H,CI
@or "icking u" the cash that is "resented to him! the A(M guides customers to the slot on *hich there are t*o P"i"sP. Ence the cash is taken! the customer is directed to take ack the card and "ull out the recei"t from the slot! *hich has three P"i"sP. (hese A(Ms are e4ui""ed *ith Gideo Sur%eillance de%ices. Regular customers can also use this A(M under normal course. )urrentl# QA(Ms for Gisuall# )hallengedQ are a%aila le at the follo*ing t*o locations H,0I 98 3ull fledged statement printer A"art from dis"ensing cash! this s"eciall# designed I)I)I Hank A(M can "rint Detailed Account Statements. All #ou need to do is to "ro%ide the "eriod for *hich the statement is desired.
CO')$M2R P2RC2PTIO' O' ATM+
96
C#$%& '!
ATM
)A$/% A%%I%TA$C' AT ,'$D#!%
%'C&!IT(
%'!,IC'% P!#,ID'!% 0#,T !'0&*ATI#$% #T+'! %'!,IC'% 'A%( +A$D*I$0 -!'.&'$C( ACC'%%)I*IT(
AT %&PP#!T'!%
Terms and conditions for the issue and use of ICICI *an ATM cards&
99
:&
Meaning of certain terms : (he term QHankQ refers to QI)I)I Hank
Ltd.Q QA(MQ refers to the Automated (eller Machines installed # the Hank Q)ard holderQ refers to an account *ho has een issued an I)I)I Hank A(M )ard. H9-I
,&
ICICI Bank ATM Card Issuance : An account holder ma# e issued ank at its discretion! if heRshe has
an I)I)I Hank A(M )ard # the
satisfactoril# conducted sa%ings andRor current account andRor an# other t#"e of account so designated # the Hank to e eligi le account:s; for o"erations through the use I)I)I Hank A(M )ard. H9:I (he account holder shall gi%e hisRher "reference of such account:s; held # him in *riting in the Relationshi" form for issue of I)I)I Hank A(M )ard. A MinorPs account or an account in *hich a minor is a +oint account holder! is not eligi le for issuance of I)I)I Hank A(M )ard.
9&
ICICI Bank ATM Card : I)I)I Hank A(M )ard shall e issued to
an a""ro%ed account holder in res"ect of his account to ena le him to o"erate the A(M. H9:I
?&
ATM-Facilities: (he facilities offered under A(M facilit# *ill
include *ithdra*al of cash # the )ardholder from his account u" to a sti"ulated amount limit onl# during a c#cle of 26 hours de"osit of cash and che4ues in the account en4uir# a out the alance in the account:s;! cashRche4ue de"osits re4uisition for a statement of account! re4uest for changed PIN num er! re4uest for issue of che4ue8 ooks! re4uest for transfer of amount from the Primar# Account to the Secondar# Account:s; or %ice8
9>
%ersa and such other facilities as the Hank ma# decide to "ro%ide! from time to time. H9,I
@&
Minimum Balance in Primary Account : (he )ardholder shall
maintain! at all times! such minimum alance in his account! as the Hank ma# decide from time to time and the Hank ma# at its discretion le%# such "enal or ser%ice charges as "er the HankPs rules from time to time! or *ithdra* the A(M facilit#!
H99I
if at an# time the amount of de"osit falls
short of the re4uired minimum as aforesaid! *ithout gi%ing an# further notice to the )ardholder:s; andRor *ithout incurring an# lia ilit# or res"onsi ilit# *hatsoe%er # reason of such *ithdra*al.
A&
Fees: )urrentl#! the A(M card is issued free of cost to customers.
Also no charges are le%ied for transactions made through the A(M. ?o*e%er! the Hank reser%es the right to charge fees for the A(M facilities in future *ith "rior intimation to customers. H99I
.&
Bank's Lien : (he Hank shall ha%e the right of set8off and lien!
irres"ecti%e of an# other lien or charge! "resent as *ell as future on the de"osits held in the )ardholderPs Primar# Account andRor! Secondar# Account:s; or in an# other account! *hether in single name or +oint name:s;! to the e3tent of all outstanding dues! *hatsoe%er! arising as a result of the I)I)I Hank A(M card ser%ices e3tended to and R or used # the )ardholder. Multiple Cards : In case of +oint account:s; Cither or Sur%i%or Ran#one or Sur%i%or *here more than one "erson has een issued I)I)I Hank A(M )ard! all the )ard8holders "ut together! shall *ithdra* onl# u"to the "ermissi le limit allo*ed to single card account:s;! *ithin the c#cle time of 26 hours. H9,I
91
C&
oint account: In case of +oint accounts *here onl# one card is issued
to a +oint account holder! the other +oint account holder:s; shall e3"ressl# agree *ith and gi%e hisRher consent on the a""lication form for issue of I)I)I Hank A(M card. H9?I In case an# of the +oint account holder:s; gi%es Qsto" "a#ment sto" transactionsQ instructions in res"ect of o"erations through the use of I)I)I Hank A(M card! on an# of the accounts held +ointl# # them! no o"erations *ill e allo*ed on such account:s; through the use of I)I)I Hank A(M card. (he Qsto" "a#ment sto" transactionsQ instruction can e gi%en onl# in res"ect of such accounts in *hich heRshe is a +oint account holder. 0&
:-&
!on-Transfera"ility: I)I)I Hank A(M card is not transfera le under Personal Identification !um"er : Cach )ardholder *ill e issued a
H9@I
an# circumstance and shall e used onl# # the )ardholder. sealed en%elo"e containing a four digit num er called Personal Identification num er :PIN; to gain access to the A(M ser%ices. (his num er can e changed to an# other con%enient four digit num er # the cardholder! at the A(M. (he PIN shall under no circumstances e re%ealed to an# third "art#. (he )ardholder shall e solel# res"onsi le for the conse4uences arising out of the disclosure of his PIN andRor unauthorised use of I)I)I Hank A(M card and shall e lia le for an# increased lia ilit# *hich he ma# incur on account of unauthorised use of the PIN and I)I)I Hank A(M card. If the )ardholder forgets the PIN! heRshe should make an a""lication in *riting for a fresh PIN. (he selection of a ne* Personal Identification Num er andRor the re"lacement of I)I)I Hank A(M card shall not e construed as the commencement of a ne* contract. H9AI
9=
::&
Funds in t#e accounts: (he )ardholder should not use or attem"t to
use I)I)I Hank A(M card *ithout sufficient funds in the account he *ants to o"erate through the card.
:,&
Loss$ T#eft of Cards : (he )ardholder shall e res"onsi le for the ranches!
safe custod# of I)I)I Hank A(M card. In case of loss or theft of the I)I)I Hank A(M card! the )ardholder shall ad%ise an# of our "refera l# the I)I)I Hank A(M card issuing )ardholder shall ho*e%er ranch as "rom"tl# as
"ossi le in *riting! of the loss of I)I)I Hank A(M card! ho*e%er occuring. e res"onsi le and lia le for all transactions effected # the user of the )ard until it is confiscated R cancelled. Another I)I)I Hank A(M card *ill e issued to the )ardholder! in lieu of lost R stolen I)I)I Hank A(M card! u"on re4uest in *riting and "a#ment of issue fee. H9.I :9& Aut#ority to de"it t#e account : (he )ardholder along *ith the +oint account holder:s;! if an#! shall authorise the Hank to de it the account:s; *ith the amount of *ithdra*als! or transfers effected # the use of I)I)I Hank A(M card! as "er the HankPs records. (he HankPs record for transactions "rocessed # the A(M machine shall e inding on all the +oint account holders! +ointl# and se%erall#.
MAR(2T )4AR2 A(Ms :Automated (eller Machines; ha%e toda# secured a comforta le "lace in the customers' mindsca"e! *hich fe* other inno%ations can
N.L. Dalmia Institute of Management Studies and Research 9.
re"lace. Aorld*ide! A(Ms ha%e een the killer solution for the anking sector that has re%olutioni$ed the *a# transactions are carried out. face of anking ser%ices. Aith the total num er of A(Ms de"lo#ed countr#*ide ha%ing reached close to 29!261 in @5 ,1! the industr# has o %iousl# een u" eat. (hough an RHI guideline! directing offsite A(Ms to get a s"ecific license! did come as a dam"ener last #ear! the industr# still managed a 1.I gro*th! *ith close to 6!1,, A(M de"lo#ments. In the ne3t t*o #ears! the industr# is e3"ected to see the de"lo#ment of 6,!,,, A(Ms. SHI held on to its leadershi" "osition *ith >!61/ A(M de"lo#ments! *a# a o%e I)I)I Hank *ith /!6>. A(Ms. During @5 ,1! *hile SHI de"lo#ed 2!,,, units! I)I)I de"lo#ed /,,. H90I (he #ear sa* SHI on an e3"ansion s"ree! announcing "lans to launch /!,,, more A(Ms. (he de"lo#ment and maintenance contracts *ent to N)R for around Rs 19, crore! making it one of the largest e%er in India. SHI has a tie8u" *ith thirteen other anks for .!2,, A(M facilities. (#"icall#! setting u" an A(M machine re4uires an in%estment of to Rs > lakh! *ith 1,I annual maintenance cost. According to some estimates the total cash mo%ement through A(Ms across India *as around Rs 1,!,,, crore last #ear. In terms of increase in transaction %olumes! the gro*th is estimated to e close to 29I :@5 ,1;. )learl#! industr# *atchers forecast a right future for A(Ms in India. (he
H9CI
Similarl#! in India too! in the last cou"le of #ears A(Ms ha%e changed the
>,
num ers are likel# to see a further clim ! as anks look for ne* solutions and functionalities. Ahile the A(M is a great ser%ice for customers! for the anks it means immense sa%ings on the cost of o"erations. Ahile a t#"ical cash transaction carried out in a anks ranch "remise *ould cost Rs 6,! that in an A(M *ill onl# cost Rs1=translating into a cost sa%ing of Rs 22 "er transaction. Industr# estimates are that for A(Ms to e %ia le! at least 1,!,,, transactions a month or /,, a da# should e the target. H?-I
Pla#ers in the Indian ATM Mar et
Source2 DU estimates )# erMedia Research
>1
No *onder that anks are looking at ringing in ad%anced technologies. As the# go for*ard! multifunctional A(Ms *ill hold the ke# in the immediate future. A(Ms that are ca"a le of offering e8commerce acti%ities! interacti%e features! or identification of customers through finger"rints or e#e scans! ma# not e a distant realit#. H?:I Pass*ord ased transactions ma# ecome "ass as e4ui"ment %endors *ork on automated methods for recogni$ing humans "h#sical or ased on one or more eha%ioral traits instead of "ass*ords. (he technolog# is
e3"ected to hel" "enetration of A(Ms in the rural areas across the countr#. )he4ue (runcation Solution :)(S;! *hich ena les customers to de"osit che4ues and get credit *ithin 26 hours at the A(M! and Hunch Note Acce"tance :HNA; are some other inno%ations round the corner.
>2
CAR7 3RA$7 In an attem"t to "re%ent criminals from shoulder surfing the customerPs PINs! some anks dra* "ri%ac# areas on the floor. @or a lo*8tech form of fraud! the easiest is to sim"l# steal a customerPs card. A later %ariant of this a""roach is to tra" the card inside of the A(MPs card reader *ith a de%ice often referred to as a Le anese loo".
H?,I
Ahen the
customer gets frustrated # not getting the card ack and *alks a*a# from the machine! the criminal is a le to remo%e the card and *ithdra* cash from the customerPs account. Another sim"le form of fraud in%ol%es attem"ting to get the customerPs ank to issue a ne* card and stealing it from their mail. (he conce"t and %arious methods of co"#ing the contents of an A(M cardPs magnetic stri"e on to a du"licate card to access other "eo"lePs financial information *as *ell kno*n in the hacking communities # late 1..,. H?9I In 1..> Andre* Stone! a com"uter securit# consultant from ?am"shire in the OK! *as con%icted of stealing more than W1 million :at the time e4ui%alent to OSS1.> million; # "ointing high definition %ideo cameras at A(Ms from a considera le distance! and # recording the card num ers! e3"ir# dates! etc. from the em ossed detail on the A(M cards along *ith %ideo footage of the PINs eing entered. After getting all the information from the %ideota"es! he *as a le to "roduce clone cards *hich not onl# allo*ed him to *ithdra* the full dail# limit for each account! ut also allo*ed him to sideste" *ithdra*al
>/
limits # using multi"le co"ied cards. In court! it *as sho*n that he could *ithdra* as much as W1,!,,, "er hour # using this method. Stone *as sentenced to fi%e #ears and si3 months in "rison. H# contrast! a ne*er high8tech modus operandi in%ol%es the installation of a magnetic card reader o%er the real A(MPs card slot and the use of a *ireless sur%eillance camera or a modified digital camera to o ser%e the userPs PIN. )ard data is then cloned onto a second card and the criminal attem"ts a standard cash *ithdra*al. (he a%aila ilit# of lo*8cost commodit# *ireless cameras and card readers has made it a relati%el# sim"le form of fraud! *ith com"arati%el# lo* risk to the fraudsters. H??I In an attem"t to sto" these "ractices! countermeasures against card cloning ha%e een de%elo"ed # the anking industr#! in "articular # the use of smart cards *hich cannot easil# e co"ied or s"oofed # un8authenticated de%ices! and # attem"ting to make the outside of their A(Ms tam"er e%ident. Elder chi"8card securit# s#stems include the @rench )arte Hleue! Gisa )ash! Monde3! Hlue from American C3"ress and CMG P.> or CMG /.11. (he most acti%el# de%elo"ed form of smart card securit# in the industr# toda# is kno*n as CMG 2,,, or CMG 6.3. CMG is *idel# used in the OK :)hi" and PIN; and other "arts of Curo"e! ut *hen it is not a%aila le in a s"ecific area! A(Ms must fall ack to using the eas# to co"# magnetic stri"e to "erform transactions. (his fall ack eha%iour can e e3"loited. ?o*e%er the fall ack o"tion has een remo%ed # se%eral OK anks! meaning if the chi" is not read! the transaction *ill e declined. H?@I
>6
<a#s to address credit card grievances @ollo*ing the notification # the Reser%e Hank of India :RHI; of the
Hanking Em udsman Scheme! 2,,>! an aggrie%ed credit card user can no* a""l# to the concerned Em udsman for redressal of grie%ances in addition to a consumer court or a regular court of a""ro"riate +urisdiction. ?o*e%er! to "ro"erl# "ursue claims at either of these forums! it is im"ortant for a credit card user to kno* his rights and o ligations! and ha%e an understanding of the RHI guidelines on credit card o"erations! the Hanking Em udsman Scheme! the )onsumer Protection Act! 1.=>! and some im"ortant rulings of consumer courts. H?AI (o regulate creditRA(MRde it card usinesses RHI notified guidelines for card issuers la#ing do*n their duties and o ligations. (hese guidelines are ased on the recommendations of the &Aorking Nrou" on Regulator# Mechanism for )ards' *hich *as constituted # the RHI to look into credit card8related com"laints and suggest regulator# measures to encourage gro*th of cards in a safe! secure and efficient manner. H?.I (he salient features of the RHI guidelines! *hich came into effect on No%em er /,! 2,,9! are as follo*s2 All credit card issuers should "ro%ide Most Im"ortant (erms and )onditions :MI()s; to customersR"ros"ecti%e customers. MI()s should include information like +oining fee! annual mem ershi" fee! cash ad%ance fee! ser%ice charges for certain transactions! interest free grace "eriod
>9
:illustrated *ith e3am"les;! finance charges for re%ol%ing credit and cash ad%ances! o%erdue interest charges and charges in case of default. MI()s should e in Arial812 "oints and not in fonts that are difficult to read *ith the naked e#e. )ard issuers should 4uote annualised "ercentage rate on card "roducts :se"aratel# for retail "urchase and cash ad%ance;. )ard issuers should not "ro%ide unsolicited cards! loans and an# other credit facilities or unilaterall# increase credit limits. )ard issuing anksRnon8 anking financial com"anies :NH@)s; should maintain Do Not )all Registries containing "hone num ers of customers and non8customers *ho ha%e informed them that the# do not *ish to recei%e unsolicited callsRSMSes for marketing of credit card "roducts. )ard issuing anksRNH@)s *ould e res"onsi le as the "rinci"al for all acts of omission or commission of their agents :direct sales agentsRdirect marketing agents and reco%er# agents;. )ard issuers should follo* RHI's @air Practice )ode for Lenders and Indian Hanks Association's )ode for )ollection of Dues and Re"ossession of Securit#. H?CI H# ringing a out clarit# in the contractual relationshi" et*een credit card issuers and users! the RHI guidelines "rotect customersR"ros"ecti%e customers from aggressi%e com"anies and their sales... H?0I
>>
References 1. L In%entor of the Aeek2 Luther Neorge Sim+ian MI( 2. L QCnfieldPs cash gift to the *orldQ.:21 -une 2,,1;. /. L Q(he man *ho in%ented the cash machineQ. HH) Ne*s. 6. X a " c QPins and NeedlesQ. Nuardian Onlimited :2, -anuar# 2,,9;. Retrie%ed on 2,,18,6812. 9. L QA(M in%entor honouredQ. HH) Ne*s. >. L Q(?INNS 5EO DIDNP( KNEA AHEO( HAR)LA5S )AS? DISPCNSCRSQ. PR Ne*s*ire. 1. L Cicon Net*orks De%elo"s SSL8GPN @or Secure Remote Aorking I( E ser%er =. L Num er of A(Ms *orld*ide e3"ected to hit 1.9 million in Decem er ***.atmmarket"lace.com article .. L Statistics 8V AHM Stats Interac *e site 1,. L Statistics on "a#ment and settlement s#stems in selected countries 8 @igures for 2,,6 Hank for International Settlements 11. L )entral ank "a#ment s#stem information Hank for International Settlements 12. L Assessing "a#ments s#stems in Latin America (he Cconomist Intelligence Onit Limited 1/. L @inancial access and financial sta ilit#PD@ :>..9 KiH; Hank for International Settlements! Penelo"e ?a*kins 16. L Mastercard.com A(M locator 19. L Antarctica Sun (imes 8 ENLINC O.S. Antarctic Program Decem er 19! 1..> ne*sletter 1>. L Na%#RMarine )ash 8 Ne3t Neneration A(Ms8at8Sea Rolls Eut Onited States De"artment of the (reasur# *e site 11. L HH) Aorld Ser%ice 8 Learning Cnglish 1=. L A(MDe"ot.com 4uestions and ans*ers ***.atmde"ot.com 1.. L QAutomated (eller S#stems 8 OL 2.1Q Onder*riters La oratories *e site 2,. L QN)R Personas 19 (echnical S"ecificationQ N)R *e site 21. L Q)CN En8line catalogue 8 I)S2 1/./1, Protection against crimeQ )omitY Curo"Yen de Normalisation 22. L Item Summar# Hritish Standards Institution 2/. L QMEDCL .1,, A(M OSCR R INS(ALLA(IEN MANOALQPD@ 26. L QMessaging standard to gi%e multi"le channels a common languageQ ***.selfser%ice*orld.com *e site 29. L QAelcome to -RD@SQ -RD@S ?ome"age
N.L. Dalmia Institute of Management Studies and Research >1
2>. L QAindo*s )ash8Machine Aorm Nenerates )oncernQ ***.techne*s*orld.com! -a# L#man! 12R,.R,/ 21. L QAn end to ram raidsBQ 2=. L QS(A(8OSA Market Research Re"orts 8 A(M (heftsQ OS Cconomics and Statistics Administration re"ort summar# %ia Industr# )anada 2.. L QA(M om ings u" /,,,IQ. Ne*s26 :2,,=8,1812;. Retrie%ed on 2,,=8,182.. /,. L QSecurit#Q (race(ag OK /1. L QNetting (ri"le DCS com"liantQ ***.atmmarket"lace.com /2. L Q(he No. 1 A(M securit# concernQ ***.atmmarket"lace.com //. L QA(M @raud And Securit# Ahite Pa"erQPD@ :12> KiH; a Die old re"ort %ia )redit Onion National Association /6. L Q-a"an Seeks (o Standardi$e Hiometric ID Method @or A(MsQ International Hiometric Industr# Association /9. L Q)ards2 Hiometrics Stalled Amid (he ?#"eQ International Hiometric Industr# Association />. L Q)onsumer )om"laint Hoard2 Hanks also res"onsi le for the success of A(M *ithdra*als a roadQ Kulutta+a%irasto :@innish )onsumer Agenc# F Em udsman; /1. L QNe* reasons to guard #our A(M cardQ )hristian Science Monitor %ia MSN /=. L Q(e3t of the A(M Safet# ActQ State of Ne* 5ork Hanking De"artment /.. L DiNa"oli )alls for Hetter E%ersight of Hank A(Ms 6,. L Q)onsultants )all for Increased A(M Securit# MeasuresQ ***.atmmarket"lace.com! -ane Hlake! 6 Decem er 2,,, 61. L QPolitics :not; as usual! *ith A(MIAPs hel"Q ***.atmmarket"lace.com! -ohn McNill! 1 Se"tem er 2,,6 62. L See comments of Re"resentati%e Mario Hiaggi! )ongressional Record! -ul# /,! 1.=>! Page 1=2/2 et se4. 6/. L QA(M Re"ortQ Illinois De"artment of @inancial and Professional Regulation 66. L Q)O t8t Ne*s 8 2R1>R,6Q )redit Onion National Association 69. L Q,> L) /6 ,6>> 8 Senate Hill /1. PRC8@ILC Neorgia Neneral Assem l# 6>. L Rising interest rates! gas "rices hit %ault8cash "ro%iders ***.selfser%ice*orld.com 61. L N)R and @u+itsu De%elo" )ash De"osit and Hill Rec#cling Module for A(Ms @u+itsu
N.L. Dalmia Institute of Management Studies and Research >=
6=. L @astloans
o
)RM at the A(M
Hank "uts the PfunP into PfundsP HH) article a out Egaki K#oritsu Hank A(MsL
6.. L QIndonesians make A(M sacrificesQ Hank "uts the PfunP into PfundsP
HH) article a out "urchasing li%estock for the "oor in Indonesia
>.
PART C METHODOLOGY
1,
)AMP1I'% P1A' TAR%2T POP$1ATIO'+ (he target "o"ulation for the research *ill consist of the "eo"le using A(M cards in *estern su ur s. )AMP1I'% 3RAM2 A'7 IT) )O$CR2)+ (he sam"le frame for the research *ill consist of authentic and legal list of all "eo"le sta#ing in *estern su ur s. )AMP1I'% M2T4O7+ (he sam"ling "rocedure chosen # us *ill e Non8"ro a ilit# sam"ling as the "ro a ilit# of indi%iduals eing chosen is unkno*n. Also! the selection of the in%estors for this "ur"ose *ill e ar itrar#. )AMP1I'% PROC27$R2+ (he sam"ling method *hich *ill e em"lo#ed for the "ro+ect *ill e con%enience sam"ling techni4ue! as the list of all the sam"les "eo"le ha%ing A(M cards are not readil# a%aila le in our case. ?ence! *e *ill select those units *hich are most con%enientl# a%aila le. )AMP12 )I52+ (he sam"le *ill e dra*n from all the indi%iduals in%esting in mutual fund units Ae *ill find the sam"le si$e using the formula2 n Z :[\RC;2
Ahere2 [2 Standardi$ed %alue corres"onding to the confidence le%el :Assuming to e .9I; Z 1..> \2 Standard de%iation of the sam"le from the mean Z ,.29 C2 Standard error Z ,.,9 n2 Sam"le si$e So the sam"le si$e *ill e2 n Z :1..>T,.29R,.,9;2 n Z .> So the sam"le si$e *ill e 1,,. )AMP12 72TAI1)+ 1. 9, indi%iduals from Malad 2. 29 indi%iduals from Andheri /. 29 indi%iduals from Hori%ili I')TR$M2'T) O3 7ATA CO112CTIO'+ D$2)TIO'AIR2 understanding the satisfaction le%el of customers using A(M ser%ices CO'TACT M2T4O7+ )ontact method is @ace to @ace
12
7ATA CO112CTIO'
a8 7ata Collection Method (he data collection method selected # us is "rimar# and secondar# data collection method. b8 7ata Collection )ources Secondar# Sources :-ournals and (e3t Hooks! Internet; Literature Re%ie*s Primar# Sources Sur%e#s : Inter%ie*s RUuestionnaire ; c8 Research Tools Aith "rimar# data collection method in use *e *ould e a""l#ing sur%ey as an instrument to collect the re4uired data. (his *ould in%ol%e the a""lication of inter%ie&s and 'uestionnaires. )urve#s Different information *as gathered from the entire sam"le %ia face to face inter%ie&s *ith %arious customers of I)I)I ank. (his *as hel"ful in gaining insights! general information a out the satisfaction le%el of customers F for anal#sis of the gi%en "ro+ect. (his all came under "rimar# data. Duestionnaire Uuestionnaires for customers of I)I)I ank
=es =es =es =es
Mi3 of open ended and close ended 4uestions d8 )tatistical tools Statistical tool used is (imple Correlation e8 )oft"are to be used (he soft*are to e used *hile com"uting the results are2 SPSS C3cel Method of data collection+ Sur%e# Instrument of data collection2 Uuestionnaire *ith o"en F close ended 4uestions F "ersonal Inter%ie* Contact Method2 @ace to @ace
Results Results *ill e sho*n in the form of gra"hs and "ie charts.
16
7ATA A'A1=)I)
(he main data anal#sis tools used *ill e2 :& 2diting (he "rocess includes the re%ie* of the data to ensure ma3imum accurac# and unam iguit#. )areful editing earl# in collection "rocess *ill often catch misunderstanding of instructions! errors in recording and other "ro lems at a stage *hen it is still "ossi le to eliminate them from the later stages of the stud#. ,& Coding (he "rocess includes careful inter"retation and good +udgment of the data to ensure that the meaning of the res"onse and the meaning of the categor# are consistentl# and uniforml# matched. (he main data anal#sis tools used *ill e2 (tatistical Tools : (imple Correlation (oft&are: (P(( $ )*cel 9& Tabulation (he data *ill e ta ulated using e3cel s"read sheet and SPSS. Anal#sis *ill also e done using the same. ?& Duestionnaire 7esign
19
(he 4uestionnaire contains the 4uestions that *ill hel" to anal#$e the le%el of "roduct recall. Cach 4uestion is formulated kee"ing in mind its usefulness and rele%ance to the "ro+ect.
A'A1=)I) M I'T2RPR2TATIO'
1; Ahich of these is the most im"ortant reason for "ossessing A(M cardB Effered free of cost # Hank @or emergenc# "ur"oses A%aila ilit# of man# A(M centres 26 hour accessi ilit# Ethers :s"ecif#; ]]]]]]]]]]]]]]]]
Cluster Case Processing )ummar#aJb Galid N Percent 1,, 1,,., )ases Missing N Percent , ., (otal Percent 1,,.,
N 1,,
a. S4uared Cuclidean Distance Ondefined error ^161,6 8 )annot o"en te3 . Aard Linkage
1>
11
Agglomeration )chedule )luster )om ined Stage )luster @irst A""ears Ne3t Stage 2 6 6 > > = = . .> 11 .1 1/ 19 19 11 11 .1 1. 21 21 2/ 2/ 29 29 21 21 .6 2. .,
1=
)luster )luster )oefficien Stage 1 2 ts )luster 1 )luster 2 1 2 / 6 9 > 1 = . 1, 11 12 1/ 16 19 1> 11 1= 1. 2, 21 22 2/ 26 29 2> 21 2= 2. .. .1 .1 .1 .9 .1 ./ .1 .1 =. == => =1 =6 =1 =2 =1 1. 1, 11 1, 19 1, 1/ 1, 11 1, >= >1 1,, .. .= .1 .> .9 .6 ./ .2 ., =. =1 => =9 =6 =/ =2 =, 1. 1= 11 1> 19 16 1/ 12 11 >. >= .,,, .,,, .,,, .,,, .,,, .,,, .,,, .,,, .,,, .,,, .,,, .,,, .,,, .,,, .,,, .,,, .,,, .,,, .,,, .,,, .,,, .,,, .,,, .,,, .,,, .,,, .,,, .,,, .,,, , , , 2 , 6 , > = , , , , , 1/ , 19 , , , 1. , 21 , 2/ , 29 , , , 1 , / , 9 , 1 , , 1, , 12 , 16 , 1> , 1= , 2, , 22 , 26 , 2> , 2=
@rom 4ierarchial Cluster anal#sis 6using <ards Method and )!uared 2uclidean8 *e see t"o distinct jump. ?ence! three distinct clusters eBist& 2; ?o* fre4uentl# do #ou use A(M card in a *eekB Less than /times /89 times 9 0 = times More than =times
)tatistics @re4uenc# N Galid Missing Mean Std. Crror of Mean Median Mode Std. De%iation Ske*ness Std. Crror of Ske*ness 1,, , 1.>/ .,=6 1.,, 1 .=/1 1./2, .261
1.
3re!uenc# @re4uenc # Percent Galid less than / times /89 times 98= times more than = times (otal 99 /2 = 9 1,, 99., /2., =., 9., 1,,., Galid Percent 99., /2., =., 9., 1,,., )umulati%e Percent 99., =1., .9., 1,,.,
As "er Descri"ti%e Statistics :@re4uenc# anal#sis; and ?istogram *e see that 99I of the customers use A(M cards less than /times a *eek
=,
/.
Ahat is the main "ur"ose for using A(M cardsB )ash *ithdra*al Halance Cn4uir# Halance (ransfer Ethers :S"ecif#; ]]]]]]]]]]]]]]]] Case Processing )ummar#aJb
Galid N Percent 1,, 1,,.,
)ases Missing N Percent , .,
(otal N Percent 1,, 1,,.,
a. S4uared Cuclidean Distance Ondefined error ^161,6 8 )annot o"en te3 . Aard Linkage
=1
Agglomeration )chedule )luster )om ined Stage )luster @irst A""ears Ne3t Stage 2 6 6 > > = = . .> 11 .1 1/ 19 19 11 11 .1 1. 21 21 2/ 2/ 29 29 21 21 .6 2. .,
=2
)luster )luster )oefficien Stage 1 2 ts )luster 1 )luster 2 1 2 / 6 9 > 1 = . 1, 11 12 1/ 16 19 1> 11 1= 1. 2, 21 22 2/ 26 29 2> 21 2= 2. .. .1 .1 .1 .9 .1 ./ .1 .1 =. == => =1 =6 =1 =2 =1 1. 1, 11 1, 19 1, 1/ 1, 11 1, >= >1 1,, .. .= .1 .> .9 .6 ./ .2 ., =. =1 => =9 =6 =/ =2 =, 1. 1= 11 1> 19 16 1/ 12 11 >. >= .,,, .,,, .,,, .,,, .,,, .,,, .,,, .,,, .,,, .,,, .,,, .,,, .,,, .,,, .,,, .,,, .,,, .,,, .,,, .,,, .,,, .,,, .,,, .,,, .,,, .,,, .,,, .,,, .,,, , , , 2 , 6 , > = , , , , , 1/ , 19 , , , 1. , 21 , 2/ , 29 , , , 1 , / , 9 , 1 , , 1, , 12 , 16 , 1> , 1= , 2, , 22 , 26 , 2> , 2=
@rom 4ierarchial Cluster anal#sis 6using <ards Method and )!uared 2uclidean8 *e see t"o distinct jump. ?ence! three distinct clusters eBist&
6.
?o* much time do #ou s"end *aiting in 4ueue at A(MB Less than 9 mins 9 mins to 1, mins 1, mins or more )tatistics
(ime N Galid Missing Mean Std. Crror of Mean Median Mode Std. De%iation Ske*ness Std. Crror of Ske*ness 1,, , 1.61 .,99 1.,, 1 .992 ..11 .261
=/
Time @re4uenc # Percent Galid less than 9mins 981, mins 1, mins or more (otal >2 /9 / 1,, >2., /9., /., 1,,., Galid Percent >2., /9., /., 1,,., )umulati%e Percent >2., .1., 1,,.,
As "er Descri"ti%e Statistics :@re4uenc# anal#sis; and ?istogram *e see that >2I of the customers s"end less than 9mins *aiting in the 4ueue.
=6
9. Ahat are the additional ser%ices mentioned elo* are "ro%ided # #our ank at A(M centresB )ash De"osit )he4ue De"osit Hill Pa#ments Phone ank Ether :s"ecif#;]]]]]]]]]]]]] )tatistics Ser%ices N Galid Missing Mean Median Mode Std. De%iation Ske*ness Std. Crror of Ske*ness 1,, , 2.,6 2.,, 1 1.,66 .912 .261
=9
)ervices @re4uenc # Percent Galid )ash De"osit )he4ue De"osit Hill Pa#ment Phone Hank (otal 6, 2= 2, 12 1,, 6,., 2=., 2,., 12., 1,,., Galid Percent 6,., 2=., 2,., 12., 1,,., )umulati%e Percent 6,., >=., ==., 1,,.,
=>
As "er Descri"ti%e Statistics :@re4uenc# anal#sis; and ?istogram *e see that highest "ercentage is 6,I i.e. cash de"osits are the mostl# "ro%ided # the anks.
1. M# e3"ectations *ith I)I)I A(M card *ere8 (oo high Accurate (oo lo* )tatistics C3"ectations N Galid Missing Mean Std. Crror of Mean Median Mode Std. De%iation Ske*ness Std. Crror of Ske*ness 1,, , 1.1= .,92 2.,, 2 .926 8.21> .261
=1
2Bpectations @re4uenc # Percent Galid (oo high Accurat e (oo lo* (otal 21 >= 9 1,, 21., >=., 9., 1,,., Galid Percent 21., >=., 9., 1,,., )umulati%e Percent 21., .9., 1,,.,
As "er Descri"ti%e Statistics :@re4uenc# anal#sis; and ?istogram *e see that >=I customers had accurate e3"ectations a out I)I)I A(M cards
==
=. ?o* much satisfied are #ou *ith #our A(M ser%iceB ?ighl# Satisfied Ger# satisfied Satisfied Less satisfied Not Satisfied )tatistics Ser%ice N Galid Missing Mean Std. Crror of Mean Median Mode Std. De%iation Ske*ness Std. Crror of Ske*ness 1,, , 1.=, .,99 2.,, 2 .99, 8.,16 .261
=.
)ervice @re4uenc # Percent Galid ?ighl# Satisfied Satisfied Less Satisfied (otal 21 >> 1 1,, 21., >>., 1., 1,,., Galid Percent 21., >>., 1., 1,,., )umulati%e Percent 21., ./., 1,,.,
.,
As "er Descri"ti%e Statistics :@re4uenc# anal#sis; and ?istogram *e see that >>I customers are satisfied *ith the A(M ser%ices "ro%ided # I)I)I ank
1. ?o* much secured do #ou feel to use A(M cardB

N.L. Dalmia Institute of Management Studies and Research .1
)tatistics Ser%ice N Galid Missing Mean Std. Crror of Mean Median Mode Std. De%iation Ske*ness Std. Crror of Ske*ness 1,, , 1.=> .,>= 2.,, 2 .>=2 .912 .261
)ervice @re4uenc # Percent Galid ?ighl# Secured Secured Less Secured Not Satisfied (otal 2. 9= 11 2 1,, 2.., 9=., 11., 2., 1,,., Galid Percent 2.., 9=., 11., 2., 1,,., )umulati%e Percent 2.., =1., .=., 1,,.,
.2
As "er Descri"ti%e Statistics :@re4uenc# anal#sis; and ?istogram *e see that 9=I customers feel secured *hile using I)I)I A(M cards
./
1,. Are #ou satisfied *ith the num er of A(M centres "ro%ided # the ankB ?ighl# Satisfied Ger# satisfied Satisfied Less satisfied Not Satisfied )tatistics Ser%ice N Galid Missing Mean Std. Crror of Mean Median Mode Std. De%iation Ske*ness Std. Crror of Ske*ness 1,, , 1.=> .,>= 2.,, 2 .>=2 .912 .261
)ervice @re4uenc # Percent Galid ?ighl# Satisfied Satisfied Less Satisfied Not Satisfied (otal 2. 9= 11 2 1,, 2.., 9=., 11., 2., 1,,., Galid Percent 2.., 9=., 11., 2., 1,,., )umulati%e Percent 2.., =1., .=., 1,,.,
.6
As "er Descri"ti%e Statistics :@re4uenc# anal#sis; and ?istogram *e see 9=I customers are satisfied *ith A(M centres
.9
11 Are #ou satisfied *ith the locations of A(M centres "ro%ided # I)I)I ankB ?ighl# Satisfied Ger# satisfied Satisfied Less satisfied Not Satisfied )tatistics Ser%ice N Galid Missing Mean Std. Crror of Mean Median Mode Std. De%iation Ske*ness Std. Crror of Ske*ness 1,, , 1.11 .,12 2.,, 2 .12/ .=11 .261
.>
)ervice @re4uenc # Percent Galid ?ighl# Satisfied Satisfied Less Satisfied Not Satisfied (otal /1 92 = / 1,, /1., 92., =., /., 1,,., Galid Percent /1., 92., =., /., 1,,., )umulati%e Percent /1., =.., .1., 1,,.,
As "er Descri"ti%e Statistics :@re4uenc# anal#sis; and ?istogram *e see that 92I of the customers are satisfied *ith the locations of A(M centres "ro%ided # I)I)I ank
N.L. Dalmia Institute of Management Studies and Research .1
12. Do the A(M centres "ro%ide the denominations of currenc# #ou re4uireB Al*a#s Sometimes Ne%er )tatistics Ser%ice N Galid Missing Mean Std. Crror of Mean Median Mode Std. De%iation Ske*ness Std. Crror of Ske*ness 1,, , 1.16 .,>9 2.,, 2 .>69 ./,6 .261
.=
)ervice @re4uenc # Percent Galid Al*a#s Sometime s Ne%er (otal /1 92 11 1,, /1., 92., 11., 1,,., Galid Percent /1., 92., 11., 1,,., )umulati%e Percent /1., =.., 1,,.,
As "er Descri"ti%e Statistics :@re4uenc# anal#sis; and ?istogram *e see that 92I of the customers sa# that A(M centres sometimes "ro%ide the denominations of currenc# the# re4uire.
..
1/. Do the# run out of cash fre4uentl#B Al*a#s Sometimes Ne%er )tatistics Ser%ice N Galid Missing Mean Std. Crror of Mean Median Mode Std. De%iation Ske*ness Std. Crror of Ske*ness 1,, , 2./. .,>1 2.,, / .>>9 8.>/> .261
1,,
)ervice @re4uenc # Percent Galid Al*a#s Sometime s Ne%er (otal 1, 61 6. 1,, 1,., 61., 6.., 1,,., Galid Percent 1,., 61., 6.., 1,,., )umulati%e Percent 1,., 91., 1,,.,
As "er Descri"ti%e Statistics :@re4uenc# anal#sis; and ?istogram *e see that 6.I of the customers sa# that the A(M centre ne%er runs out of cash.
1,1
1IMITATIO')
(he follo*ing factors ha%e limited the sco"e of this "ro+ect.
(he udget *as a constraint as a result of *hich the sam"le si$e *as limited to 1,,.
(ime for stud# on the "ro+ect is onl# a fe* months. Garious other "ro+ects F assignments.
1,2
PART D CONCLUSIONS
1,/
A'A1=)I) O3 OP2' 2'727 D$2)TIO')

(he o"en ended 4uestions are anal#$ed as follo*s2 A out 2,Icustomers *ant some A(M on the im"ortant locations. Also around /I customers ha%e said that the# *ant some additional ser%ices like ill "a#ments etc.
1,6
3I'7I'%) A'7 CO'C1$)IO'

(his "ro+ect *as a great e3"erience for me and I reall# learnt a lot of things from this "ro+ect. (his "ro+ect ga%e us the kno*ledge and information a out A(M machines! anks offering A(M ser%ices and also a out the "eo"le and their attitudes and "erce"tions to*ards A(M's. I ha%e found! Peo"le *ant the A(M centers to e %er# close to their houses or "lace of *ork. Peo"le *ant that the# should not e made to *ait in 4ueues in front of A(M centers. (he# *ant that the ank should go ahead and ring all its functions and acti%ities on the A(M machine. (he ank should "ro%ide ser%ices like alance transfer! alance in4uir# etc. and that too at a chea" rate. (he A(M machines sometimes take a lot of time to "rocess a transaction and therefore the customers ha%e to *ait for a long time in front of the machine and *hich is 7irritating< according to some res"ondents and if "ossi le the anks should im"ro%e the soft*are the# use and reduce the time re4uired # the customers. I)I)I A(M centers do not "ro%ide additional ser%ices like cash de"osit! che4ues de"osit! ill "a#ments etc.at all its centers! *hich
N.L. Dalmia Institute of Management Studies and Research 1,9
man# "eo"le *ant ut the# don't get it and leads to their dissatisfaction and *here e%er it is a%aila le it is charged. I ha%e also found in this sur%e# that man# of the res"ondents felt that the# *ere feeling secured using the I)I)I A(M card ser%ices and this has led to increased satisfaction le%el of these res"ondents *hich is a good sign. I also conclude from this sur%e# that the almost 1,I "eo"le are satisfied *ith the num er and location of the I)I)I A(M centers. Hut the# still insisted that the num er should e increased to gi%e enhanced ser%ice and satisfaction to its customers. Peo"le *ere ha""# to sa# that the I)I)I A(M center "ro%ides the currenc# in the denomination the# *ant and this *as as good as dealing *ith the cashier of the ank *here #ou can tell him *hich denomination #ou *ant. Another good finding from this sur%e# *as that the A(M centers of I)I)I ank rarel# run out of cash e%en though it is one of the largest used A(M centers. A out 6.I of the res"ondents said that it ne%er runs out of cash.
1,>
PART E RECOMMENDATIONS
1,1
RECOMMENDATIONS
(he findings and the conclusions re%eal that there is a lot of changes *hich can e rought a out to im"ro%e the "erce"tion and satisfaction of the customers to*ards I)I)I anks A(M centers. I recommend that! I)I)I ank should increase the num er of A(M centers and at strategic "ositions. Soft*are used # the ank should e u"dated and should e fast so that "eo"le are not made to *ait in the 4ueue. I)I)I ank can ring all its ser%ices on the A(M machines. @acilities like cash de"osit should also start at the A(M centers. (o increase the customer ase and the customer satisfaction the A(M facilit# should e made as secured and safe as "ossi le. I)I)I A(M is one of the safest ut still there is sco"e for im"ro%ement.
1,=
PART F APPENDICES
1,.
RESEARCH PROPOSAL
11,
2Becutive )ummar#
PRO*12M )TAT2M2'T (o measure the satisfaction le%el of the customers using A(M cards of I)I)I ank.
111
R2)2ARC4 O*G2CTIF2) (o stud# if the customer is satisfied *ith the A(M facilit# "ro%ided # I)I)I ank (o stud# the le%el of satisfaction of the customers using A(M facilit# (o stud# the shortcomings if an# *hile "ro%iding A(M facilities # I)I)I ank
112
4=POT42)I) )TAT2M2'T 4o+ )ustomers are satisfied *ith the ser%ice "ro%ided # I)I)I ank in relation to A(M cards. 4:+ )ustomers are not satisfied *ith the ser%ice "ro%ided # I)I)I ank in relation to A(M cards.
11/
R2)2ARC4 72)I%' 2Bplorator#+ (he Research grou" shall conduct e3"lorator# research to e3tract 4ualitati%e data for understanding the satisfaction le%el of the customers of I)I)I ank. Information *ill also e collected from the customers and their ackground information for the satisfaction level to"ards ICICI ban s services "ill be judged&& I *ill anal#$e secondar# data as a source of research su +ect
7escriptive (he research grou" *ill use the descri"ti%e research design *here the main contact techni4ue *ill e the )urve# Method. (his method *ill e used ecause it *ill hel" us to get the re4uired res"onses from the customers! ased on the "arameters such as their "references to go for A(M cards! Difficulties if an# faced # the customers
116
IMPORTA'C2 O3 )T$7= (he research *ill hel" us (o understand the satisfaction le%el of the customers *hile using A(M cards. (o understand the in general "erce"tion of "eo"le using A(M cards
119
1IT2RAT$R2 R2FI2< P1A'
TeBt *oo s
<eb sites
11>
Husiness research # Ailliam [ikmund
***.icici ank.com ***.in%entors.a out.com ***.techmall.com ***.s*adhan.com htt"2RR***.#ahoo.com ***.*iki"edia.com ***.google.com ***.4uestia.com ***. usiness*orldindia.com ***.hindu usinessline.com ***.education.nic.in ***.li%emint.com ***.famil#*elfare.org ***.indiastats.com
Market Research # Ra+endra Nargundkar
Marketing Management # Phili" Kotler F Ke%in Lane Keller
Research Methodolog#8 Donald R.)oo"er F Pamela S. Schindler
Research methods for usiness students # Mark Saunders! Phili" Le*is F Adrian thorn ?ill
)AMP1I'% P1A'
TAR%2T POP$1ATIO'+
111
(he target "o"ulation for the research *ill consist of the "eo"le using A(M cards in *estern su ur s. )AMP1I'% 3RAM2 A'7 IT) )O$CR2)+ (he sam"le frame for the research *ill consist of authentic and legal list of all "eo"le sta#ing in *estern su ur s. )AMP1I'% M2T4O7+ (he sam"ling "rocedure chosen # us *ill e Non8"ro a ilit# sam"ling as the "ro a ilit# of indi%iduals eing chosen is unkno*n. Also! the selection of the in%estors for this "ur"ose *ill e ar itrar#. )AMP1I'% PROC27$R2+ (he sam"ling method *hich *ill e em"lo#ed for the "ro+ect *ill e con%enience sam"ling techni4ue! as the list of all the sam"les "eo"le ha%ing A(M cards are not readil# a%aila le in our case. ?ence! *e *ill select those units *hich are most con%enientl# a%aila le. )AMP12 )I52+ (he sam"le *ill e dra*n from all the indi%iduals in%esting in mutual fund units Ae *ill find the sam"le si$e using the formula2 n Z :[\RC;2 Ahere2 [2 Standardi$ed %alue corres"onding to the confidence le%el :Assuming to e .9I; Z 1..> \2 Standard de%iation of the sam"le from the mean Z ,.29
C2 Standard error Z ,.,9 n2 Sam"le si$e So the sam"le si$e *ill e2 n Z :1..>T,.29R,.,9;2 n Z .> So the sam"le si$e *ill e 1,,. )AMP12 72TAI1)+ 1. 9, indi%iduals from malad 2. 29 indi%iduals from andheri /. 29 indi%iduals from ori%ili I')TR$M2'T) O3 7ATA CO112CTIO'+ D$2)TIO'AIR2 understanding the satisfaction le%el of customers using A(M ser%ices CO'TACT M2T4O7+ )ontact method is @ace to @ace
7ATA A'A1=)I) 7ATA CO112CTIO' M2T4O7)

N.L. Dalmia Institute of Management Studies and Research 11.
Ae *ill use "rimar# and secondar# data collection methods. 7ATA CO112CTIO' I')TR$M2'T Sur%e#s! Uuestionnaire! E ser%ations! and C3"eriments are different t#"es of methods through *hich the data can e collected. ?o*e%er! for the "ur"ose of the research stud# Sur%e#s *ith the hel" of a Uuestionnaire *ill e "referred. )TATI)TICA1 TOO1) TO *2 $)27 ?#"othesis *ill e the statistical tool that *ill e used in the research. )O3T<AR2) TO *2 $)27 (o aid in the "rocess of data anal#sis *e "lan to use the follo*ing soft*ares 1. SPSS 2. Microsoft C3cel.
TIM2 A'7 MO'2= *$7%2T
12,
)r&no Activities
'o& of da#s
6 2 / 6
Particulars
Amt
1 2 / 6
Literature re%ie* Selecting a sam"le De%ising a tool )ontacting the sam"le units! administration of the 4uestionnaire! asking 4uestions "ersonall# )oding of the data Data anal#sis Inter"retation of the findings Research re"ort "re"aration (otal
Reading! t#"ing F Printing (#"ing F Printing (#"ing F Printing (ele"hone F Personal inter%ie*
29, 2,, 2,, .,,
9 > 1 = .
2 2 / 2 22
)om"uter F Printing )om"uter Anal#sis )om"uter F Printing
29,
1=,,
121
P2RT C4ART
/ 1 1 2 6 9 > = . 1 , 1 1 1 2 1 /
1IMITATIO')
(he follo*ing factors ha%e limited the sco"e of this "ro+ect.
(he udget *as a constraint as a result of *hich the sam"le si$e *as limited to 1,,.
(ime for stud# on the "ro+ect is onl# a fe* months. Garious other "ro+ects F assignments.
12/
D$A1I3ICATIO' A'7 2EP2RI2'C2 O3 R2)2ARC4 Ms Richa Agar*al! currentl# "ursuing MMS! com"leted graduation in H)om:Hanking F Insurance;.
126
3ACI1ITI2) A'7 )P2CIA1 R2)O$RC2) R2D$IR27
La"to"s )om"uters *ith Internet connection Printers Dero3 machines Pen Dri%es Mo iles Cmails
129
*I*1IO%RAP4=
1; 2; /; 6; 9; >;
1;
Research Methodolog#8 Donald R.)oo"er F Pamela S. Schindler Professional Hanker ***.icici ank.com ***.in%entors.a out.com ***.techmall.com ***.s*adhan.com htt"2RR***.#ahoo.com ***.*iki"edia.com ***.google.com ***.4uestia.com ***. usiness*orldindia.com ***.hindu usinessline.com ***.education.nic.in ***.li%emint.com ***.famil#*elfare.org ***.indiastats.com Marketing research # Naresh Malhotra
=; .; 1,; 11; 12; 1/; 16; 19; 1>; 11;
12>
QUESTIONNAIRE
121
1. Ahich of these is the most im"ortant reason for "ossessing A(M cardB Effered free of cost # Hank @or emergenc# "ur"oses A%aila ilit# of man# A(M centres 26 hour accessi ilit# Ethers :s"ecif#; ]]]]]]]]]]]]]]]]
2.
?o* fre4uentl# do #ou use A(M card in a *eekB Less than /times /.9times 9 0 = times More than =times
/.
Ahat is the "ur"ose for using A(M cardsB )ash *ithdra*al Halance Cn4uir# Halance (ransfer Ethers :S"ecif#; ]]]]]]]]]]]]]]]]
6.
?o* much time do #ou s"end *aiting in 4ueue at A(MB Less than 9 mins 9 mins to 1, mins 1, mins or more
9. ?o* long does it take to "rocess #our transaction at the A(M centreB Less than 9 mins 9 mins to 1, mins
1, mins or more >. Ahat are the additional ser%ices "ro%ided # #our ank at A(M centresB )ash De"osit )he4ue De"osit Hill Pa#ments Phone ank Ether :s"ecif#;]]]]]]]]]]]]]
1. M# e3"ectations *ith I)I)I A(M card *ere8 (oo high Accurate (oo lo* =. ?o* much satisfied are #ou *ith #our A(M ser%iceB ?ighl# Satisfied Ger# satisfied Satisfied Less satisfied Not Satisfied .. ?o* much secured do #ou feel to use A(M cardB ?ighl# Secured Ger# secured Secured Less secured Not Secured
12.
1,.Are #ou satisfied *ith the num er of A(M centres "ro%ided # the ankB ?ighl# Satisfied Ger# satisfied Satisfied Less satisfied Not Satisfied
11. Are #ou satisfied *ith the locations of A(M centres "ro%ided # I)I)I ankB ?ighl# Satisfied Ger# satisfied Satisfied Less satisfied Not Satisfied
12. Do the A(M centres "ro%ide the denominations of currenc# #ou re4uireB Al*a#s Sometimes Ne%er
1/. Do the# run out of cash fre4uentl#B Al*a#s Sometimes Ne%er
1/,
16. Ahat according to #ou are the shortcomings of I)I)I ank A(M )entreB ]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]] ]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]
19. Ahich e3tra facilities do #ou e3"ect from an A(M centreB Please s"ecif#B ]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]] ]]]]] ]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]] ]]]]]
Than /#ou for #our valuable information
1/1
PART G BIBLIOGRAPHY
1/2
*I*1IO%RAP4=
Research Methodolog#8 Donald R.)oo"er F Pamela S. Schindler Professional Hanker ***.icici ank.com ***.in%entors.a out.com ***.techmall.com ***.s*adhan.com
htt"2RR***.#ahoo.com
***.*iki"edia.com ***.google.com ***.4uestia.com ***. usiness*orldindia.com ***.hindu usinessline.com ***.education.nic.in ***.li%emint.com ***.famil#*elfare.org ***.indiastats.com
Marketing research # Naresh Malhotra
1//

'To Measure The Satisfaction Level of The Customers Using ATM Cards of ICICI Bank'' - Rich Agarwal MMS Marketing

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Project Report On

$nder the %uidance of Prof A&'&(hed ar

N.L. Dalmia Institute of Management Studies and Research

PART A PREFATORY ITEMS

N.L. Dalmia Institute of Management Studies and Research

N.L. Dalmia Institute of Management Studies and Research

Richa Agar*al MMS 0 Marketing

Prof Khedkar Dean Academics

Prof& (hed ar 67ean Academics8 Project %uide

Prof P&1&Ar#a 67irector8

N.L. Dalmia Institute of Management Studies and Research

Place+ Mumbai 7ate+ 9:st March -0

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Richa Agar*al MMS 8 Marketing

N.L. Dalmia Institute of Management Studies and Research

PART 2 / R2COMM2'7ATIO') PART 3/ APP2'7IC2) A&: Research Proposal A&, Duestionnaire

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